Onsite Engineer - New York

Cloudbox; New York (NY); Hybrid; USD 80.000 - 110.000; Vollzeit

Zusammenfassung

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 50% on-site support and 50% from the office, collaborating with the global Cloudbox technical team located in London, America and South Africa.

The role involves direct remote support of users, on-site assistance when required, administration and service management of cloud platforms, and helping onboarding and migrations of customers’

Qualifikationen

• 3-5 years of experience in a customer-facing IT support role.
• Current Microsoft Certifications in MS or AZ tracks.
• Previous MSP experience is highly valuable.

Aufgaben

• Manage Tickets and Requests
• Receive and record all calls from customers
• Provide initial assessment, first-time resolution, or escalation
• Assist with customer onboarding projects and migrations
• Monitor and escalate Tickets according to SLA
• Keep users informed on ticket status and progress
• Aid customer retention and satisfaction
• Help improve efficiency, processes, documentation and automation

Kenntnisse

Office 365

PowerShell scripting

Windows OS

Networking basics

Customer communication

Ausbildung

Microsoft Certifications (MS or AZ)

Tools

Exchange Online

SharePoint

Teams

OneDrive

Jobbeschreibung

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 escrow 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 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.