Cloud Support Engineer

We are expanding our Cloud Support team and are therefore looking to recruit an experienced customer-facing Cloud Support Engineer for our 2nd Line team.

You 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. 

What you'll be doing..

  • User problem diagnosis/resolution
  • Desktop user support
  • Proactively managing incidents and events raised in Service Now
  • Escalation of tickets into engineering teams
  • Daily monitoring of all cloud systems
  • Check backups/escalate failures – possible troubleshooting
  • Ensure customer knowledgebases are maintained
  • Monitoring devices/sensor creation
  • Lead continuous improvement activities
  • Ensure Customer SLA’s are met
  • Liaise with the Incident Manager

 

What we're looking for..

  • Experience in a Managed Service Role
  • Experience with VMware vSphere
  • Experience Supporting Exchange\Office 365
  • Good working knowledge of Windows Servers
  • Working knowledge of Active Directory and Group Policy
  • Excellent communication skills, both written and verbal
  • Relevant technical competence
  • Analytical and customer focused
  • Interest in Technology and Business
  • A positive can-do attitude
  • Enjoy working in a fast paced and energetic environment
  • High attention to detail
  • Manage and participate in 24/7 on-call rota

Desirable requirements

  • VMware vSphere qualification
  • Netapp Storage Certification
  • Citrix XenApp Administration
  • ITIL Foundation qualification
  • Relevant Microsoft Certifications
  • Experience using Mail Filtering Solutions
  • Azure Certifications

 

Why join us?

Recognised as one of the UK’s 100 Best Workplaces™ by Great Place to Work®, Node4 is an innovative Managed Services Provider, offering IT infrastructure and services, all flexibly deployed across our own infrastructure fabric and the public cloud.

We provide a range of solutions, including cloud services to support hybrid and multi-cloud models, connectivity, data services, collaboration, and security. This enables us to help UK businesses in every sector do more in the digital age.

Work for Node4 and you will be part of a friendly, supportive culture focused on delivering Exceptional Service as a Standard (ESaaS) to our customers – and one another.



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