2nd Line Cloud & Infrastructure Support - Ashburton - Devon

£25-30K, Pension, PDP, Healthy Living Programme, 28 days holiday inclusive plus much more! - IT and Internet
Ref: 52 Date Posted: Monday 15 Apr 2019
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A huge area of growth for us is our cloud services department. We provide extensive support to our customers around cloud technologies, migrations and infrastructure.  We require a technically experienced Cloud & Infrastructure Support Engineer to provide remote support and consultancy to our new and existing customer base. You must be able to demonstrate good interpersonal skills, excellent telephone manner and have experience working in a support environment, as well as an interest in learning about innovative technologies. You will form part of a Service Desk team that acts as troubleshooting and resolving technical issues for customers. Additionally, there will be an opportunity to provide technical consultancy and guidance to our customers on Microsoft and complimentary solutions. Ideally, you will be able to prioritise workload and manage customer expectations. Familiarity of working within SLA environments is preferable.

Accountabilities

  • Providing remote technical support to customers and internal staff.
  • Providing support on all issues passed to you in a 2nd line capacity.
  • Assisting 1st Line technicians in fault troubleshooting and acting as an escalation point.
  • Providing great customer service.
  • Take responsibility for your own workload and respond to customers within agreed SLAs and Cloud Know How’s OLA’s.

Essential Skills

  • Competent in server\desktop administration, installing, configuring and troubleshooting Microsoft products and accompanying roles such as Active Directory, DHCP, DNS, Windows 10, Group Policy, Office 365.
  • Administration and support of Microsoft Office 365 services.
  • An understanding of accompany products such as Backup solutions, End point protection.
  • Comfortable in troubleshooting on customer environments whilst assessing the impact and risks associated with carrying out the work.
  • Ability to work well as part of a team and pick up calls already in progress.
  • Excellent telephone manner and ability to support customers remotely over the phone.
  • The willingness to learn new technologies.
  • Microsoft Certified Professional certification (ideal).

The Benefits.  Why you will love working for us!

  • Employee development programme and education reimbursements.
  • Generous Pension.
  • Employee Healthy Living programme (use of a personal trainer, yoga mornings, table tennis in the summer months).
  • A fantastic social culture with regular company social events taking place throughout the year.
  • Free drinks and the occasional free lunch!
  • State-of-the-art offices/facilities,
  • Counselling services for employee and direct family members.
  • Personal Legal and Financial Advice.
  • Childcare vouchers.
  • Free parking.
  • 28 days holiday inclusive rising to 33 days.

Permanent role, 37.5 hours per week Monday to Friday.