XTN-A61A848 | JUNIOR CLOUD SERVICES ENGINEER

About the Role

The role entails working on a wide range of tasks, from resolving break-fix issues to providing timely and well-communicated support for service requests. You will be the first point of contact for customers, and your goal will be to resolve issues on the first attempt or escalate them as needed while maintaining ownership and providing regular updates.

What You Will Do

• Deal with incoming faults in a professional, courteous manner over the phone and via email
• Take ownership of faults and manage them in a logical and methodical manner
• Correctly log incidents and faults, categorize and prioritize them in line with team procedures
• Conduct full and thorough diagnostics with end users to enable first-point-of-contact fault resolution
• Ensure all faults are progressed and cleared within SLA, escalating to other internal and external teams as appropriate
• Manage faults through their entire lifecycle, proactively keeping the customer informed of progress
• Diagnose and resolve problems to the customer's satisfaction
• Maintain and develop your knowledge and skills to assist with first-time fault resolution
• Identify and escalate repeat issues or service risks into service management teams
• Share knowledge with team colleagues
• Manage a number of scheduled tasks for customers, designed to ensure that the customers' systems remain operational

What We Are Looking For

• Prior experience in a customer-facing managed service role
• In-depth technical knowledge of current and emerging IT technologies, including cloud
• Ability to understand customer needs and translate IT jargon back to them in an easy-to-understand format
• Experience operating in virtual team environments
• Worked with an enterprise managed cloud provider
• Intermediate level user in Microsoft packages, especially Word, PowerPoint, and Excel
• Experience in troubleshooting and supporting Microsoft environments (AD, Azure AD, Windows Server, GPO, Windows Desktop, Software Deployment, M365)
• Experience with backup technologies, configuring and restoring
• Basic networking knowledge, including firewalls, LAN configuration, troubleshooting, etc.

Nice to Have

• Experience with IT service management tools
• Knowledge of ITIL principles
• Certification in cloud computing or a related field

Benefits and Perks

• Competitive salary and benefits package
• Opportunity to work with a talented team of engineers
• Professional development and growth opportunities
• Flexible working hours and remote work options
• Access to cutting-edge technologies and tools
• Comprehensive health insurance package
• Generous paid time off policy

• Make sure to highlight your customer service skills and experience in your application, as these are crucial for this role.
• Be prepared to provide examples of times when you had to troubleshoot complex IT issues and resolve them effectively.
• Familiarize yourself with the company's cloud services and IT infrastructure to demonstrate your knowledge and enthusiasm for the role.
• Practice your communication skills, as you will be working directly with clients via remote support.
• Consider obtaining certifications in cloud computing or related fields to increase your chances of standing out in a competitive job market.
• Research the company culture and values to ensure you are a good fit for the team and can demonstrate your alignment with these values during the interview process.