Cloud Support Engineer

Location: Derby

Job Description

The successful candidate will be required to provide and promote a professional, high quality, customer focused service to our customers and partners, ensuring industry-leading levels of customer satisfaction.

Working as part of a team you will be responsible for receiving, managing and assisting in the resolution of Incidents, Issues and Problems raised via system monitoring tools, customer-initiated tickets and calls and other means. Ensuring that tickets are managed through to resolution and closure in line with contracted SLAs, escalating to higher authority or technical teams as required.

Key Responsibilities

  • Receipting of tickets raised via portals/network monitoring systems
  • User problem diagnosis/resolution
  • Capturing key incident information and recording on ticket management system
  • Assessing and prioritising incidents based on pre-determined definitions
  • Helpdesk Ticket Management – to inform Incident Manager/Referrals immediately of Severity level 1 & 2 tickets verbally and by email
  • Daily monitoring of all cloud systems and required escalation to meet the organization’s current requirements
  • Check backups/escalate failures – possible troubleshooting
  • Analysing Reports to identify where operational needs are required
  • Monitoring device/sensor creation
  • Act as an escalation point for customer issues
  • Lead continuous improvement activities – to evolve service and customer experience
  • To act as quality control function for the Service Desk – ensuring consistency and completeness of performance, identifying individual training needs
  • Update and maintain any knowledge documentation on new processes and products, software and hardware support

Essential Skills

  • Experience with VMware vSphere
  • Good working knowledge of Windows Servers
  • Excellent time management skills and an ability to prioritize and multi-task
  • Attention to detail and getting it right first time
  • Relevant technical competence
  • Pro-Active and be willing to learn
  • Analytical and customer focused
  • High attention to detail
  • Ability to work pro-actively and to tight deadlines