Cloud Support Engineer
3d ago

About the Role

Our Cloud Support Engineers maintain the cloud infrastructure, systems and processes underpinning technology transformation engagements and help to lead the adoption of modern cloud platforms and ways of working.

We’re looking for hands-on Cloud Support Engineers with an understanding of cloud technologies and service ecosystem to help to deliver, manage and evolve cloud systems on some of the most exciting digital programmes around, with clients in a range of industries.

You will provide assistance to our customers. You will help to deliver continuous improvements for our cloud customers, diagnose and troubleshoot cloud infrastructure problems and help our customers adopt cloud natively.

You'll work with our Managed Service teams alongside service analysts, service delivery managers, developers, architects, designers, analysts and product owners to support and resolve incidents and to drive innovation and automation, tooling and cloud infrastructure development.

We encourage continuous learning, so as well as the opportunity to work with some of the brightest and best in the industry, we have learning paths to software engineering, cloud engineering or Service Management available for those looking to advance their careers.

You will have an opportunity to join our cloud academy as well to further your career and learn more about cloud technology.

Responsibilities include :

  • Working with our service delivery teams to help support cloud infrastructure
  • Helping to complete backlog items to evolve client’s cloud infrastructure
  • Researching and identify solutions to cloud infrastructure issues
  • Asking customers targeted questions to quickly understand the root of the problem
  • Tracking cloud related issues through to resolution, within agreed time limits
  • Talking clients through a series of actions, either via phone, email or chat, until they’ve solved a technical issue
  • Providing prompt and accurate feedback to customers
  • Referring to internal database or external resources to provide accurate tech solutions
  • Ensuring all issues are properly logged
  • Prioritising and manage several open issues at one time
  • Following up with clients to ensure their IT systems are fully functional after troubleshooting
  • Preparing accurate and timely reports
  • Documenting technical knowledge in the form of notes and manuals
  • Maintaining strong relationships with clients
  • About You

    A degree in Computer Science, IT or Software Engineering is advantageous or the equivalent level of experience. An understanding of Microsoft, AWS or GCP technologies and experience of Terraform or similar is a plus.

    If you’re naturally a helper, enjoy assisting people with software or infrastructure issues and are able to explain technical details simply, we’d like to meet you.

    The role will have flexible working hours on a shift system and will possibly include occasional late-night shifts or out of hours working.

    Ultimately, you will be a person our customer’s trust. They will rely on you to provide timely and accurate solutions to their technical problems.

    Requirements for the role

  • Proven work experience as a Technical Support Engineer, Desktop Support Engineer, IT Help Desk Technician or similar role
  • Understanding or additional certification in Microsoft, AWS, Google or similar technologies such as Terraform
  • Hands-on experience with Windows / Linux / Mac OS environments
  • Good understanding of computer systems, mobile devices and other tech products
  • Ability to diagnose and troubleshoot basic technical issues
  • Familiarity with remote desktop applications and help desk software (eg. Jira, ServiceNow)
  • Excellent problem-solving and communication skills
  • Ability to provide step-by-step technical help, both written and verbal
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