Job Description

Reporting to the Service Desk Manager the primary purpose of this role is to provide award winning technical support to our customers using high quality customer service, both remotely and on site.
Acting as a first escalation point for our Cloud Support Analysts (1st Line), the Cloud Support Engineer acts as a support engineer handling all challenging incidents and service requests, ensuring all customers are given an exceptional level of service. The individual must have a keen desire to progress through job training, complete assigned work and objectives, as well as a willingness to attain and re-new vendor partner qualifications.
This role would be suitable for an individual with seasoned 2nd Line IT technical support experience, who is wanting to advance their IT career in Virtualisation and Cloud Technologies. Our client is keen to support this person in attaining industry standard qualifications from vendors such as Microsoft and Citrix.

RESPONSIBILITIES
" First point of escalation for the Cloud Support Analyst Team, providing fast timely response.
" Taking inbound overflow calls from our Cloud Support Analyst Team.
" Ticket queue management, along with driving ticket closure SLA.
" Active Directory & Office365 user management.
" Remote Desktop & Citrix session management.
" Customer focused approach to troubleshooting.
" Responsible for the remediating of daily backup checks, seeking guidance from senior technical staff where required.
" Ownership of escalated issues from our pro-active alerting systems.
" Ensuring customer satisfaction is delivered at all times.
" Monitoring of hardware remotely, and technical troubleshooting on-site / in person.
" Available to join our on-call rota for out of hours support.
" Completion of customer / 3rd party security clearance checks.
" Completion of OKRs.

Required Skills / Experience:

" Previous experience of working on an IT Service Desk, including the completion of daily recurring tasks, and ensuring SLAs are achieved.
" A proactive attitude to 'getting things done'.
" Strong focus on customer service and going above and beyond for customers.
" Ability to fact find and troubleshoot difficult technical server and workstation issues.
" Microsoft Office365 technical knowledge and experience.
" Microsoft Windows Server technical knowledge and experience.
" Desktop troubleshooting and support.
" Motivated to self-learn, in work time and in personal time.
" Understanding of the ITIL framework and its methodology.
" Managing your own workload in a fast-paced customer service environment.
" Experience working as part of a team, working together for a common goal.
" Working with Microsoft Azure technologies.
" Attained Microsoft Certifications.
" Experience in working with a wide range of Microsoft technologies and products, including desktop and server.
" Exposure to Citrix / RDS environments.

Desired Skills / Experience:
" Experienced at using Remote Monitoring tools.
" Experience or exposure to Mimecast products.
" Experience or exposure to SQL.
" Experience or exposure to SharePoint.
" ITIL Qualified

Objectives
" Continued compliance of all Company Policies & Procedures.
" Adherence to Company Employee Contract.
" Awareness and acceptance of all Company Policies & Procedures.