Job description
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