We are looking for a passionate Cloud Support Engineer to join us and support our infrastructure and provide an outstanding service to our Public sector partners. The cloud support team are centric in ensuring our customers have a smooth deployment and fantastic ongoing support to achieve their business goals.
Key Responsibilities:
Develops relationships, credibility, and loyalty with customers and partners
Conduct onboarding meetings with new customers, to introduce them to the service provided by UKCloud
Contribute to projects that require close collaboration between UKCloud Support team and Customer Success teams (Service Delivery managers, Profesional Services team, Project Managers)
Contributes to the creation of resources (tools, scripts, diagnostics, content) to improve troubleshooting
Contribute to a culture of advanced technical knowledge, customer service excellence and positive customer outcomes
Accurately record, update, manage and resolve tickets using the call tracking system whilst keeping all parties (internal or external) informed of the tickets progression via phone and email.
Respond to incoming monitoring alerts by raising tickets and escalating as required in accordance with priorities and agreed service levels
Ensuring all changes are documented through the Change Management Process
Knowledge/Skills/Experience:
Experience of running a business critical platform in a 24/7 ITIL environment
Understanding of core datacentre technologies: Servers, Networks, Storage (SAN, NAS & DAS) ideally gained through an operational support background.
IaaS (VMware, Microsoft Azure, OpenStack)
Interest in Information Technology and a keenness to develop IT skills
Problem solving skills specifically root cause analysis
Able to work effectively and deliver a high standard of work in a busy office environment
Strong interpersonal skills, able to deal effectively with people at all levels whilst also having good written and verbal communication skills
About the Company
UKCloud provides an unbeatable, secure UK public cloud. Focused solely on serving the UK Public Sector. We are committed to assurance and security while delivering flexible, agile and value-based cloud hosting to our customers.
Formed in 2012, UKCloud is based in Farnborough (Hampshire) and Corsham (Wiltshire). We have a team of 250 people and we continue to grow! We are looking for people who want a rewarding career in a business who truly invest in you as an individual.
Benefits:
Competitive salary plus 10% bonus
25 days' holiday increasing to 30 days over length of service, half a day birthday leave, charity day
Contributory pension
Healthcare
Life cover
Access to free parking
Active social and charity events
Cycle to work scheme
Onsite facilities - Friday breakfasts, fruit and soft drinks
UKCloud is an equal opportunities employer and positively encourages applications from suitably qualified and eligible applicants. Applicants must be eligible to work and live in the UK and will be required to undergo and maintain appropriate UK government security clearance.
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