Service Desk Cloud Engineer
- Recruiter
- Exponential-e
- Location
- London
- Salary
- Negotiable
- Posted
- 25 Oct 2014
- Closes
- 30 Oct 2014
- Sectors
- Management
- Contract Type
- Permanent
- Hours
- Full Time
Overall purpose of the job:
- Provide 1st and 2nd Line helpdesk and remote desktop support to Exponential-e customers
- Primarily responsible for managing and owning support tickets and driving customer issues through to resolution
Key responsibilities for this job:
- Respond to support calls as assigned within Service Level Agreements; ensuring calls are quickly and accurately logged, closed and analysed to prevent future occurrences, and that call resolution priorities are met
- Escalate problem calls within the Cloud team to meet Service Level Agreements and ensure maximum level of customer satisfaction
- Troubleshooting customer technical faults and working with external vendors and service providers to achieve fault resolution
- Work as a team to deliver timely resolution to customer requests from telephone and email
- Maintain an understanding of the internal escalation process
- Jeopardy management to reduce escalation and SLA breaches
- Maintain professional working relationships with customers, suppliers and work colleagues
- Any other fair and reasonable task or duty assigned to you by your Manager, or other senior Exponential-e Ltd staff member
Knowledge and experience required:
Professional Experience:
- Experienced Technical Support Analyst (1st and 2nd Line Support)
- Previous experience in a busy customer facing helpdesk role
- Ability to provide a customer focused service to committed Service levels
- Ability to work under own initiative, manage own time and work to deadlines
- Strong interpersonal and communication skills, particularly customer facing techniques and listening abilities
Technical Skills:
- Experience in managing/troubleshooting Windows Servers
- Exchange 2003 -2010
- Active Directory 2003 -2010
- Windows server 2003 -2008
- Experience in managing/troubleshooting VMWare and/or Virtualisation technologies
- Knowledge of Networking (DNS, DHCP)
Desirable knowledge and experience:
- Applicants will ideally be either MCP, MCSA, MCSE or VCP certified
- ITIL Foundation certified
The job:
Is situated in a challenging environment which is busy and at times pressurised, but which is also fun, and the staff are friendly. The Exponential-e atmosphere is that of a team and active participation with all staff is necessary during the daily execution of this role.
A 'smart' appearance is required at all times, however on Fridays where you are not required to attend client meetings, casual dress is permitted.