Cloud Support Engineer

This position is primarily a role responsible for supporting people with their use of technology. You will need a particular focus on customer service, an ability to think fast, and good communication skills. In this role you will often be dealing with customers based in a medical environment and resolution times need to be in a timely manner to reflect this as it could affect various critical health services.

This role is the first point of contact for end-users seeking technical assistance and support for IT-related issues. This role involves providing timely and efficient resolution to basic technical problems and escalating more complex issues to higher-level support teams when necessary. The Cloud Support Engineer will also be responsible for documenting support requests, troubleshooting steps, and resolutions, as well as maintaining a positive customer service experience throughout the support process.

Serve as the initial point of contact for end-users seeking technical assistance via phone, email, or ticketing system.  Provide timely and effective resolution to basic technical issues, including password resets, software installations, printer setups, and network connectivity problems.  Identify and escalate complex or unresolved issues to Senior engineers, following established escalation procedures.

 Document all support interactions, including issue details, troubleshooting steps, and resolutions, accurately and thoroughly in the ticketing system.  Maintain ownership of support requests throughout the resolution process, ensuring timely updates and follow-ups with end-users.  Assist with the setup, configuration, and deployment of desktops, laptops, mobile devices, and peripherals for end-users.

 Educate end-users on basic IT concepts, such as password management, email setup, and software usage, to enhance self-service capabilities and reduce recurring issues.

Requirements

Relevant tertiary technical qualifications and certifications  A minimum of 2 years relevant experience   Up-to-date knowledge and experience in cloud computing   Understanding and experience in ITIL principles   A reasonable level of knowledge in MS 365 and current Microsoft server systems, management tools and industry best practices including Intune and Autopilot  Desktop and laptop deployment & support experience   VMware and virtualisation skills   A sound knowledge of networking and associated technologies