Cloud Support Engineer

Node4 is looking for a Cloud Support Engineer that is meticulously organised, thrives under pressure and can handle customer issues calmly and effectively. You will act as the first point of contact and will be expected to provide technical and non-technical support to our customers over the phone and via support tickets. You need to display good judgement, creating and maintaining customer loyalty by going above and beyond the customer’s expectation.

What will you be doing?

As Cloud Support Engineer you will be an integral part of the Cloud Support Team, responsible for


• 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 will you bring?

As Cloud Support Engineer you will be expected to demonstrate certain skills in order to successfully fulfil the role.  These include:


• 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 Skills: 


• 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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