Junior Cloud Services Engineer

The role involves providing technical support and managing cloud services, primarily focusing on customer support, troubleshooting, and IT service management. It is suitable for individuals with a passion for IT, customer service, and cloud technologies.

Location: Remote (US)

Responsibilities

• Handling incoming faults professionally via phone and email.
• Taking ownership of faults and managing them logically.
• Logging incidents and faults accurately, categorising and prioritising them.
• Conducting diagnostics with end users for first contact resolution.
• Ensuring faults are progressed and cleared within SLA, escalating as needed.
• Managing faults through their lifecycle, keeping customers informed.
• Diagnosing and resolving problems to customer satisfaction.
• Maintaining and developing own knowledge and skills.
• Identifying and escalating repeat issues or risks.
• Sharing knowledge with team colleagues.
• Managing scheduled tasks to keep systems operational.

Requirements

• Experience in a customer-facing managed service role.
• In-depth knowledge of current and emerging IT technologies including cloud.
• Ability to understand customer needs and translate IT jargon.
• Experience operating in virtual team environments.
• Worked with enterprise managed cloud providers.
• Intermediate user of Microsoft Office (Word, PowerPoint, Excel).
• Experience supporting Microsoft environments (AD, Azure AD, Windows Server, GPO, M365).
• Experience with backup technologies.
• Basic networking knowledge (firewalls, LAN).
• Strong problem-solving skills.
• Good communication skills, including with senior stakeholders.
• Logical thinking and attention to detail.
• Ability to work under pressure and meet deadlines.
• Passion for IT and customer service.
• Flexible and adaptable methodologies.