Cloud Service Engineer - 2nd Line

Job Description

Cloud Service Engineer - 2nd LineReports to: Technical DirectorThe successful candidate will provide excellent customer service and high-quality technical support. You must be well organised, self-motivated, punctual, and flexible in their approach to work.You will be able to prioritise a variable workload, this will include a mix of both project work as well as assisting first line support and dealing with escalated calls. There will also be a requirement to travel to customer sites when required and youwill be part of the out of hours on call rota.You will be required to communicate effectively with clients and colleagues at all levels, often whilst under pressure themselves. Whilst demonstrating that you are an excellent team player, the candidate will have a solid background working within a busyteam.The position provides exposure to a broad range of IT related projects and activities. As part of the team, you will also have the opportunity to help improve the companys systems, procedures and knowledge base by contributing and collaborating.The individualGeneral summary:

• Troubleshoot Server / desktop / Laptop hardware and software issues
• Ensure that a high level of customer service and support is provided.
• Providing assistance and support to colleagues in IT related matters.
• Providing assistance as required to the IT senior engineers.
• Escalating problems where necessary to management or third party suppliers.
• Undertaking IT projects as instructed by the Helpdesk manager or management team.
• Attending clients sites when required / instructed by your line manager.
• Performing miscellaneous job-related duties as assigned by your line manager.
• Performing basic administrative support duties, as required, to meet specific operational objectives

Duties and responsibilities:

• Diagnosing and resolving technical issues on your own and as part of a team.
• Assist with troubleshooting and resolving infrastructure issues.
• Handling escalated calls from first line members
• Provide support to users via telephone, email and remote control.
• Confident, clear and professional telephone manner.
• Log calls via the helpdesk call logging software.
• Excellent written and verbal communication skills
• Keeping documentation up-to-date
• Liaising with 3rd parties and suppliers
• Onsite support work when required.
• Following processes and procedures.
• Carrying out daily checks on infrastructure systems
• Carry out service pack and patching out of hours when required.
• On Call rotaout of hours on call alert rota.

Technical skills:

• Strong knowledge of Active Directory and Microsoft Exchange
• Strong knowledge of all Microsoft Office products.
• Knowledge and experience working with Citrix, Azure and Office 365
• Strong knowledge of Microsoft Windows server.
• Strong knowledge of Citrix Presentation/XenApp Server
• Strong knowledge of networked printers
• Knowledge of Apple iOS (iPad and iPhone)/Blackberrys
• Strong knowledge and understanding of TCP/IP, DNS, DHCP,
• Experience of working with VMWare / Hyper V / Xenserver for troubleshooting/diagnosing

Person specification:

• A strong desire and focus on continued improvements and personal development.
• A desire to be part of an overall team and achieve team goals
• To continually strive to improve overall firm effectiveness
• Strong communicator
• Excellent problem solving skills
• Proven ability to work under pressure and with other people
• Strong time management and self-motivation skills
• A lateral thinker
• Keeping up to date with current industry trends and emerging technologies and best practices