Senior Cloud Solutions Expert

Cloud Support Specialist

This is a highly sought-after role within our company, where you will be responsible for providing exceptional support to our clients. As a Cloud Support Specialist, you will be working with a range of cloud technologies, including Azure and M365.

Your key responsibilities will include:

• Ensuring that SLAs and KPIs are met through proactive ownership and resolution of cases in a 24x7 support environment.
• Monitoring queues for incoming alerts and incidents.
• Working collaboratively with other team members to ensure speedy resolution of client issues.
• Taking ownership of cases escalated to Microsoft, managing communication between customer and vendor, setting up troubleshooting calls, taking detailed case notes, and accurately logging time into the system.
• Participating in various roles during client-facing escalations and post-incident reviews/lessons learned activities.
• Providing reactive and proactive patching services, including risk assessment, scheduling, and customer change management procedures.
• Working closely with the Technical Escalation and Service Delivery teams regarding root cause analysis, escalations, and reports.
• Managing escalations to vendors and working with them.
• Participating in regular audits to ensure adherence to client organizational compliance requirements and standards, as well as governance for continuous improvement.
• Mentoring and knowledge sharing within the team.
• Creating configuration documentation.

To be successful in this role, you will require:

• Several years of experience in IT, specifically in infrastructure and application support, with knowledge of Active Directory, Azure Active Directory Premium, Windows Server Admin, Exchange server admin, M365 - Exchange online, Teams, and Microsoft Endpoint Manager.
• A strong understanding of cloud technologies and a keen ability to learn and develop your career in IT.
• Excellent customer focus, able to understand different customer environments and communicate effectively at various levels of an organization.
• Ability to troubleshoot and resolve complex issues, identify problems, and evaluate alternative solutions.
• Good knowledge of tools and applications used internally, such as ServiceDesk, Monitoring Reporting/Tool.

Desirable skills and qualifications include:

• Microsoft Defender for Endpoint.
• Microsoft Information Protection.
• SharePoint Online.
• Azure Virtual Desktop.
• SCCM.
• Mimecast.
• Netskope.
• VMWare.
• SolarWinds: N-Able.

General Requirements

• Be an active member of the team that drives team performance and quality.
• Self-motivated but also able to ask for help from within the team and outside the team when necessary.
• Good numeracy skills and exceptional communication skills.
• Great attention to detail for consistent improvement in quality.
• Work efficiently under pressure to tight deadlines.
• Work cross-functionally to solve problems and implement changes.
• Work collaboratively in a shared services environment.

Customer Service & Relationship Management

• Exceed client expectations through quality customer service, meeting their needs and demonstrating added value to the service provided.
• Manage the client relationship to enable the business to gain maximum value from that relationship, creating mutually beneficial relationships.
• Communicate clearly and concisely both orally and in writing using appropriate words and actions.
• Listen and demonstrate concern about the quality, impact, and effectiveness of processes and communications.

Teamwork

• Contribute fully as a team member working co-operatively and productively with others, openly exchanging information, and supporting colleagues to achieve business goals.
• Demonstrate understanding of team roles and commitment to team decisions.

Continuous Improvement and Management of Change

• Adopt a total quality approach for self and others.
• React positively to change to improve performance.
• Tackle tasks creatively, evaluating options, and adapting/testing out solutions.
• Seek and try new and better ways of managing tasks to solve problems and gain competitive advantage.

Planning & Control

• Achieve business goals by establishing priorities, actions, and constraints in a logical sequence and checking progress against these plans, taking corrective action as required.
• Ensure that information is correctly processed and work complies with relevant internal rules/procedures. Check work and correct mistakes promptly.
• Utilise expertise and experience to review and assist in the development and improvement of other reporting tasks and functions across the business when required.

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