Job Description
Job Description
Cloudbox is looking for an experienced support and systems engineer to support high profile customers in the US, and globally. The role will be office based, with part requirement to assist and support customer IT requirements on-site (approx. 80%, supporting multiple customers on-site intra day, 20% remote from the office).
The right candidate will be able to work comfortably independently and will have excellent communications skills to collaborate with the global Cloudbox technical team located in London, America and South Africa.
The role will involve direct remote support of users, on-site support when required, administration and service management of a wide range of cloud platforms and services, and assisting the Cloudbox project team onboarding customers and migrating workloads to the Cloud.
Role Description
The Support Engineer is a key part of the Cloudbox service framework providing end to end management of tickets and service requests reported by the customer.
- Manage Tickets and Requests
- Receive and record all calls from our customers
- Provide initial assessment of all tickets, attempt first time resolution, and /or escalation
- Assist with customer onboarding projects and migrations
- Monitor and escalate Tickets according to the customer’s SLA
- Keep users informed on status and progress of their tickets
- Aid customer retention and satisfaction
- Help to improve efficiency, processes, documentation, and automation.
Technical skill
- Strong knowledge and experience of Office 365 services including Exchange Online, SharePoint, Teams and OneDrive.
- Excellent technical troubleshooting capabilities including Windows OS and applications, email flow and routing, and Office 365 services. MacOS experience a plus.
- Good working knowledge of networks, routing & switching
- Powershell scripting and use for administration
Soft Skills
- Customer focused, with an analytical approach with good questioning & listening skills
- Excellent verbal and written communication skills suitable for an international audience
- A confident team player with a positive can-do attitude
- Fanatical attention to detail
- An ability to learn quickly, and a willingness to study and obtain new certifications and skills (certification will be a KPI of the role)
- Dependable, hardworking and self-motivated
Technical Qualifications AND Requirments
- Current Microsoft Certifications in either MS or AZ tracks.
- 3-5 years' experience in a customer facing IT support role
- Previous MSP experience extremely valuable
Experience
5+ years experience in a customer facing IT support role. Previous Managed Service Provider experience extremely valuable.
Cloudbox is a full-service outsourced IT provider with a specific focus and expertise on Cloud solutions for financial services organisations. This is a dynamic and fast paced environment that needs people that a strong desire to learn and a ‘can do’ attitude.
Cloudbox Recruitment Process
• CV Assessment
• Online Assessment including technical, personality and specific candidate questions (video required)
• First Interview (online)
• Second Interview (in person)
• Offer and Contract, subject to background checks and vetting