Cloud Support Engineer

Location: London, Reading

Job Description

The successful candidate will 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 dynamic team, you will be responsible for receiving, managing and assisting with the resolution of incidents, issues and problems raised via system monitoring tools, customer-initiated tickets, calls and other means. You will ensure 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

  • Receiving tickets raised via portals/network monitoring systems
  • Assessing and prioritising incidents based on pre-determined definitions
  • Informing Incident Manager/Referrals immediately of severity level 1 and 2 tickets, verbally and by email (Helpdesk Ticket Management)
  • Monitoring all cloud systems on a daily basis and escalating any issues to meet the organisation’s current requirements
  • Checking backups/escalating failures – possible troubleshooting
  • Creating/using reporting macros
  • Analysing reports to identify where operational needs are required
  • Monitoring devices/sensor creation
  • Acting as quality control function for the Service Desk – ensuring consistency and completeness of performance and identifying individual training needs
  • Updating and maintaining any documentation on new processes and products, software and hardware support

Some Essential Skills

  • Experience with VMware vSphere
  • Good working knowledge of Windows Servers
  • Excellent communication skills, both written and verbal