Cloud Services Technician

Cobweb; Fareham; On-site; GBP 25,000 - 35,000; Full time

Job summary

An established industry player is seeking a dedicated 1st Line Cloud Services Technician to join their dynamic team in Fareham. This full-time role emphasizes customer support, focusing on managing incidents and service requests while ensuring adherence to service level agreements. The ideal candidate will leverage their skills to enhance customer experience and promote additional services, all while working within a rotating shift pattern. If you're passionate about cloud services and eager to contribute to a forward-thinking company, this opportunity is perfect for you.

Qualifications

• Experience in managing customer support tickets and incidents.
• Ability to provide proactive customer updates and support.

Responsibilities

• Manage and maintain customer support tickets within SLAs and KPIs.
• Provide telephone, email, and remote desktop support.

Skills

Customer Support

Incident Management

Remote Desktop Support

Automation

Education

Relevant IT Certification

High School Diploma

Tools

Ticketing Systems

Remote Support Tools

Job description

We currently have a live vacancy to welcome applications for the role of 1st Line Cloud Services Technician at our HQ in Fareham.

Working Pattern

Core hours rotating shift pattern Monday – Friday

Location

This role will be based at our HQ in Fareham

Reporting to

Role Purpose

A Cloud Services Technician is responsible for managing and maintaining customer support tickets within agreed Service Level Agreements and KPIs by effectively responding to Incidents, Service Requests, and Service Orders.

The role provides reactive and proactive telephone, email, and remote desktop support, aiming to reduce incident management through automation, remediation, and proactive customer updates.

Ideal Candidate

The candidate should utilize available tools, knowledge, and team support to resolve customer issues. They should also identify opportunities to enhance customer experience and increase productivity by promoting additional Cobweb services, maximizing the value of our cloud service portfolio.

This full-time role involves working within a core hours rotating shift pattern at our Fareham Head Office. Occasional travel to industry or company events, client sites, or other offices may be required.

For more information about the role requirements, please see here.

To apply, send your CV and a cover letter explaining why you're a good fit. We’ll be in touch soon!