Onsite Engineer - London

Cloudbox; Greater London; On-site; GBP 42,000 - 65,000; Full time

Benefits offered by this job

Life insurance & critical illness

Company pension scheme

Travel costs to client sites

Cyclescheme membership

All training & certifications paid

Job summary

Cloudbox is seeking an experienced Support and Systems Engineer to support high profile customers in London and globally. The role is office based in central London (approx 80% on-site) and requires strong communication to collaborate with the global Cloudbox technical team located in London, America and South Africa.

You will manage tickets end-to-end, provide initial assessment and first-time resolution, assist with onboarding and migrations, and ensure SLA adherence while helping to improve

Qualifications

• 5+ years in a customer facing IT support role.
• Current Microsoft Certifications in MS or AZ tracks.
• Previous MSP experience is highly valuable.

Responsibilities

• Manage Tickets and Requests.
• Receive and record all calls from customers.
• Provide initial assessment of tickets, first-time resolution, or escalation.
• Assist with customer onboarding projects and migrations.
• Monitor and elevate Tickets according to SLA.
• Keep users informed on status and progress of tickets.
• Aid customer retention and satisfaction.

Skills

Office 365

Exchange Online

SharePoint

Teams

OneDrive

Windows OS

PowerShell

Networking

Education

Microsoft Certifications (MS or AZ tracks)

Job description

Cloudbox is looking for an experienced support and systems engineer to support high profile customers in London, and globally.The role will be office based, working at a co working space with part requirement to assist and support customer IT requirements on-site in central London (approx. 80%, supporting multiple customers on-site intra day, primarily in Mayfair).
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.

All candidates must live within 45min door to door public transport travel time to Oxford Circus station.

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 elevate 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, andOffice 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 ofthe role)
• Dependable, hardworking and self-motivated

Technical Qualifications AND Requirments

• 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 organisations. This is a dynamic and fast paced environment that needs people that a strong desire to learn and a ‘can do’ attitude.

Benefits

• Life insurance & critical illness cover
• Company pension scheme
• Travel costs to client’s sites
• Cyclescheme membership giving substantial discounts on bikes & accessories
• All training & certifications paid

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