Senior Cloud - Support Engineer
- Recruiter
- BCT Resourcing
- Location
- Farnborough, Hampshire
- Salary
- £35,000 - £40,000 per annum
- Posted
- 24 Jan 2017
- Closes
- 21 Feb 2017
- Ref
- 1365117
- Sectors
- IT, Networks & Systems, Software Development
- Contract Type
- Permanent
- Hours
- Full Time
Position: Senior Cloud Support Engineer
Location: Hampshire GU14 0LX
Salary: Competitive
Job type: Permanent
Company Overview:
Candidates must be eligible to work and live in the UK and will be required to undergo and maintain UK government security clearance. Must be a resident of the UK for min 5 years to achieve this.
About the Role:
Our Cloud Support team provide operational support for our company’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 company’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
Knowledge/Skills/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. Cloud Director.
The firm is an equal opportunities employer and positively encourages applications from suitably qualified and eligible candidates. Candidates must be eligible to work and live in the UK and will be required to undergo and maintain UK government security clearance.
Key skills: 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. Cloud Director. Candidates must be eligible to work and live in the UK and will be required to undergo and maintain UK government security clearance. Must be a resident of the UK for min 5 years to achieve this.
If you feel you have the relevant experience, then please apply for immediate consideration.
Location: Hampshire GU14 0LX
Salary: Competitive
Job type: Permanent
Company Overview:
Candidates must be eligible to work and live in the UK and will be required to undergo and maintain UK government security clearance. Must be a resident of the UK for min 5 years to achieve this.
About the Role:
Our Cloud Support team provide operational support for our company’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 company’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
Knowledge/Skills/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. Cloud Director.
The firm is an equal opportunities employer and positively encourages applications from suitably qualified and eligible candidates. Candidates must be eligible to work and live in the UK and will be required to undergo and maintain UK government security clearance.
Key skills: 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. Cloud Director. Candidates must be eligible to work and live in the UK and will be required to undergo and maintain UK government security clearance. Must be a resident of the UK for min 5 years to achieve this.
If you feel you have the relevant experience, then please apply for immediate consideration.