Cloud Support Analyst

Location: Derby Head Office

Job Description

Node4 is an exciting and invigorating workplace environment as we expand into new markets and introduce new solutions into our product range. With our own UK data centres, national MPLS network and many strong USPs, our portfolio includes Colocation, Cloud, Connectivity and Unified Communication solutions.

As a result of our continued year on year growth we need to expand our Cloud Services team, and are therefore looking to recruit an experienced customer-facing Cloud Support Analyst. 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.

Key Responsibilities

Receipting of tickets raised via portals/network monitoring systems
Capturing key incident information and recording on ticket management system
Assessing and prioritising incidents based on pre-determined definitions
Helpdesk Ticket Management
Escalation of tickets
Daily monitoring of all cloud systems and required escalation
Check backups/escalate failures – possible troubleshooting
Check rota to ensure tickets are allocated to correct engineers every morning
Monitoring device/sensor creation
To contribute to internal processes and continuous improvement activities
Act as an escalation point for customer issues
Lead continuous improvement activities – to evolve service and customer experience
Liaise with the Incident Manager for P1 – P2 incidents to assist where required

Some Essential Skills

  • Excellent communication skills, both written and verbal
  • Confidence to work and communicate across a variety of audiences in a professional manner
  • Competent use of IT Tools (printing, file system)
  • Relevant technical competence
  • IT Literate (MS Office)
  • Analytical and customer focused

Ready to Apply?

To apply, please submit a CV and cover letter to Recruitment Manager, David Wilson at
No agencies please.