Cloudbox is looking for an experienced support and systems engineer to support high profile customers in the US, and globally. The role will be office based, with part requirement to assist and support customer IT requirements on-site (approx. 50%, supporting multiple customers on-site intraday, 50% from the office).
The right candidate will be able to work comfortably independently and will have excellent communications skills to collaborate with the global Cloudbox technical team located in London, America and South Africa.
The role will involve direct remote support of users, on-site support when required, administration and service management of a wide range of cloud platforms and services and assisting the Cloudbox project team onboarding customers and migrating workloads to the Cloud.
Role Description
The Support Engineer is a key part of the Cloudbox service framework providing end to end management of tickets and service requests reported by the customer.
- Manage Tickets and Requests
- Receive and record all calls from our customers
- Provide initial assessment of all tickets, attempt first time resolution, and /or escalation
- Assist with customer onboarding projects and migrations
- Monitor and escalate Tickets according to the customer’s SLA
- Keep users informed on status and progress of their tickets
- Aid customer retention and satisfaction
- Help to improve efficiency, processes, documentation, and automation.
Technical skill
- Strong knowledge and experience of Office 365 services including Exchange Online, SharePoint, Teams and OneDrive.
- Excellent technical troubleshooting capabilities including Windows OS and applications, email flow and routing, and Office 365 services. MacOS experience a plus.
- Good working knowledge of networks, routing & switching
- Powershell scripting and use for administration
Soft Skills
- Customer focused, with an analytical approach with good questioning & listening skills
- Excellent verbal and written communication skills suitable for an international audience
- A confident team player with a positive can-do attitude
- Fanatical attention to detail
- An ability to learn quickly, and a willingness to study and obtain new certifications and skills (certification will be a KPI of the role)
- Dependable, hardworking and self-motivated
Technical Qualifications AND Requirements
- Current Microsoft Certifications in either MS or AZ tracks.
- 3-5 years' experience in a customer facing IT support role
- Previous MSP experience extremely valuable
Experience
5+ years' experience in a customer facing IT support role. Previous Managed Service Provider experience extremely valuable.
Cloudbox is a full-service outsourced IT provider with a specific focus and expertise on Cloud solutions for financial services organizations. This is a dynamic and fast paced environment that needs people that a strong desire to learn and a ‘can do’ attitude.
Cloudbox Recruitment Process
• CV Assessment
• Online Assessment including technical, personality and specific candidate questions (video required)
• First Interview (online)
• Second Interview (in person)
• Offer and Contract, subject to background checks and vetting
Skills Required
- Current Microsoft certification in an MS or AZ track
- At least 3 years of experience in a customer-facing IT support role
- At least 5 years of experience in a customer-facing IT support role
- Strong knowledge and experience with Microsoft 365 services, including Exchange Online, SharePoint, Teams, and OneDrive
- Technical troubleshooting experience with Windows operating systems and applications, email flow and routing, and Microsoft 365 services
- Working knowledge of networks, routing, and switching
- PowerShell scripting and administration experience
- Managed service provider experience
- macOS experience
What We Do
Cloudbox is a global managed IT services provider serving alternative investment managers, financial firms, and other regulated businesses. It designs, builds, and maintains secure, compliant IT infrastructure, with fully managed public-cloud services, cybersecurity and data protection, IT support, and strategic advisory. Its outsourced solutions emphasize reliable operations and client service, helping customers manage technology and regulatory demands so they can focus on their markets.
