Remote Cloud Support Engineer – Incident Management

SI ICT; Full Sutton; On-site; GBP 28,000 - 38,000; Full time

Job summary

SI ICT, London, United Kingdom, is seeking a Support Engineer to manage escalated and priority tickets remotely, delivering expert technical assistance and ensuring updates throughout the issue lifecycle. The role emphasizes strong customer communication and ongoing documentation.

You will also provide out-of-hours support, contribute to knowledge transfer, mentor the Service Desk team, and expand cloud technology skills through exams and ongoing learning.

Qualifications

• Excellent customer-facing and service skills.
• Ability to connect with customers and build rapport.
• Excellent written and verbal communication.
• Self-motivation.
• Organised and punctual.
• Creative problem-solving.
• Capability to work effectively within a team, along with mentoring of juniors.
• Extreme attention to detail.
• Willingness to learn.
• Experience as a 2nd or 3rd line IT support/service desk role required.
• Certifications in Microsoft, Google and/or AWS is advantageous.

Responsibilities

• Answer overflow calls ensuring that support tickets are raised and categorised appropriately.
• Provide a re-assuring, polite and friendly point-of-contact for our customers.
• Ensure that appropriate customer communication and ongoing updates are provided for the lifespan of any issue or request.
• Proactive and complete time and ticket update entry within the support desk ticketing system.
• Take ownership of tickets assigned or escalated to you throughout the entire ticket life cycle.
• Ensure customer documentation and process guides are regularly updated as required.
• Capability to follow change control procedures at all times.
• Change request management through the full life cycle.
• Provide expert technical assistance to our client base.
• Provide expert technical assistance and mentoring to the Service Desk team.
• Ensure constant ongoing understanding of Cloud technologies and associated platforms.
• Invest time into taking and passing technical examinations as agreed with your line manager.
• Deliver exemplary customer service.
• Collaborate with suppliers to resolve issues.
• Provide out-of-hours technical support as required.
• Delivery of remote project and implementation tasks.
• Technical assistance for new customer acquisitions.
• Support the new customer journey.
• Critical incident management and root cause analysis.
• Internal process development, deployment, and training.
• Knowledge transfer and development of team colleagues.
• Identify opportunities for improvement within customer environments.
• Ensure the wider Service Desk team are updated on new and retiring (deprecated) technologies.
• Attendance at customer sites to provide on-site technical support may be required.
• Meet assigned individual key-performance-indicators (KPI's).
• Ensure that personal time management is of the highest priority and that punctuality is a key focus.
• A strong work ethic.
• An unwavering dedication to delivering service excellence.
• The ability to create and maintain exceptional working relationships.
• Creative thinking and problem solving.
• High levels of organisation.

Skills

Customer-facing skills

Communication skills

Organised and punctual

Mentoring juniors

Creative problem solving

Attention to detail

Team collaboration

Education

Microsoft, Google and/or AWS certifications

Job description

SI ICT, London, United Kingdom, is seeking a Support Engineer to manage escalated and priority tickets remotely, delivering expert technical assistance and ensuring updates throughout the issue lifecycle. The role emphasizes strong customer communication and ongoing documentation.

You will also provide out-of-hours support, contribute to knowledge transfer, mentor the Service Desk team, and expand cloud technology skills through exams and ongoing learning.