Proactive Support Consultant Cloud & AI Platform United Kingdom

About the role

As a Proactive Support Consultant within Node4's VDC Cloud team, you will play a pivotal role in delivering expert level technical support to our customers and partners. You will act as a key escalation point, taking ownership of complex incidents from initial response through to full resolution and root cause analysis, ensuring the continuity and reliability of services across our private cloud platforms.

This role demands a proactive, solutions-focused engineer with deep expertise across virtualisation, Microsoft technologies, and backup platforms. You will contribute to the continuous improvement of our Knowledge Base, support customer onboarding, and participate in an on-call rota to provide out-of-hours support, helping to improve the stability and performance of the Node4 client environments.

Responsibilities

• Working within our VDC Cloud team you will respond to customer support issues based on agreed priority/severity levels.
• Provide analysis of repeated technical problems and deploy solutions to reduce impact.
• Proactively improve customer environments to increase stability and customer satisfaction.
• Engage with clients through service calls etc. to provide them with a real time view of their estate and assist with suggesting growth that enables a better service.
• Create and update Knowledge Base documentation to a high standard.
• Support customer and partner onboarding to provide customer standardisation.
• Approach problems in an analytical and logical way with exceptional troubleshooting skills.
• Work within an ITIL-based approach to incident, problem, and change management.
• Engage with third-party suppliers for advanced troubleshooting when required.
• Occasional weekend and evening work to facilitate upgrades and other works on the customer environments.
• Part of On-Call Rota when required, providing out-of-hours support to escalations from 2nd line support staff.

Required Skills & Qualifications Skills

• Highly experienced using a hypervisor platform like VMware vSphere, Hyper V or Azure to manage day-to-day operations on virtual machines.
• Deployment and administration of complex Microsoft Office 365 tenants.
• Extensive experience building and maintaining Microsoft server infrastructure.
• Highly skilled with Active Directory, Group Policy, DHCP and DNS.
• Administration experience on a backup product like Veeam or Commvault.

Experience

• Minimum of 3 years' experience working in a 3rd line Cloud Support role or Cloud Project Delivery role.

Preferred Skills & Qualifications

• Experience in any of the following technologies would also be advantageous:
• Previous experience in a Managed Services Provider.
• Citrix Virtual Apps and Desktops.
• Citrix Netscaler ADC or HAProxy.
• Microsoft Intune.
• Exchange Online or Exchange Server (on premises).
• Anti-virus e.g. Microsoft Defender, ESET or SentinelOne.
• Backup management specifically with Veeam or Commvault.
• Disaster Recovery with Zerto or SRM (Site Recovery Manager).
• Monitoring tools like Site24x7, N-Central or N-Sight.
• PowerShell/Python scripting. What can we offer you?
  • Hybrid Working
  • Private Medical Insurance or Company Paid Health Cash Plan
  • Employee Assistance Program
  • 25 days holidays plus your birthday off
  • Option to purchase additional holiday (up to 5 days)
  • Company Pension SchemeLife Assurance x 4
  • A diverse workforce
  • Employee investment with Node4 training Academy
  • Family savings and shopping discounts through the Node4 benefits portal.
  • Discounted Gym Membership
  • Modern facilities with open and welcoming breakout areas
  • Company Social events
  • Never ending supply of hot and cold drinks, biscuits, sweets, and fruit