Cloud Support Engineers / Senior Cloud Support Engineers

 

Farnborough, Hampshire

About the Role

Our Cloud Support team provide operational support for UKCloud’s cloud infrastructure. The team operate in a highly technical environment where no two issues are ever the same and as such we’re looking for Cloud Support Engineers who have experience of providing first class, first time support to UKCloud’s customers. These roles would suit someone who is technically experienced and from a managed service / service desk environment.

 

Key Responsibilities

Manage and resolve tickets using the call tracking system, ensuring all records are accurately updated in a timely manner. Keep all stakeholders (internal or external customers and partners) informed of the ticket progression via phone and email.

Demonstrate a solid understanding of the underlying Platform to our customers, providing assistance in helping them leverage services

Respond to incoming monitoring alerts, resolving or escalating as required in accordance with priorities and agreed service levels

Ensuring all changes are documented through the Change Management Process

Provide first class customer service to all stakeholders, both internal and external customers and partners

Close collaboration with the technical operations team for deep technical issues, ultimately ensuring customer satisfaction

Contributing to the improvement of processes and approaches within the department

Continuous professional development, through increased product and technical knowledge

 

Skills and Experience

Good customer service / service desk support experience

Experience of working with a business critical platform and a 24/7 ITIL environment

Recent experience in a large scale deployment environment (building and troubleshooting)

Good overall knowledge of servers and infrastructure as a whole

Problem solving skills specifically root cause analysis; able to taken a problem to resolution

Able to work effectively and deliver a high standard of work in a busy and growing office environment

Is organised with excellent time management / prioritisation skills

Evidence of continuous professional self-development

Team player and collaborative

Good interpersonal and communication skills, able to deal effectively with people at all levels (verbally and written)

Experienced in the use of service desk tools, Microsoft Office, and ticketing systems (such as LANDesk)

 

Essential – Linux operating system, VMware vSphere, firewalls, switching, and networking technologies.

 

Desirable - CCNA and VCP qualified or equivalent experience is required for the senior role. vCloud Director.

 

Benefits
Competitive salary plus 10% bonus
Contributory pension, healthcare, life insurance
25 days’ holiday, half a day birthday leave and support for one paid charity day per year
Access to free parking, a subsidised onsite gym, restaurant and coffee shop
Friday breakfasts

 

 

To Apply

Please apply with a covering letter and CV, telling us why you are interested in the role and your current salary. We look forward to hearing from you.

For more information on UKCloud, please visit https://ukcloud.com/careers

UKCloud is an equal opportunities employer and positively encourages applications from suitably qualified and eligible candidates.

Please note: Candidates must be eligible to work and live in the UK and will be required to obtain and retain appropriate UK security clearances for the duration of their employment.