Public 3rd Line Cloud Engineer Managed Services United Kingdom

About the role

As a 3rd Line Support Engineer you will provide the customer facing interface for support queries, while also working in conjunction with 1st and 2nd line teams to provide a cohesive experience for clients.

Responsibilities

• Act as an escalation to the 1st & 2nd line service desk teams
• Major Incident Management
• Co-ordinate support queries and requests
• Maintain knowledge base for all encountered issues within the ITSM System
• Work and resolve tickets within defined SLA's
• Follow the defined processes within the public cloud department throughout a cases lifecycle
• Update customers during all stages of support tickets, from logging, research, action plan, escalation to resolution
• Publish customer facing technical information such as blogs
• Continually develop and progress technical knowledge (Exams, Qualifications and Training)
• Contribute to continual improvement of the division and processes
• Promotion of Microsoft Cloud technologies to client base

Competences and abilities

• A logical and structured approach to case resolution.
• Possess a passion for IT and keen to progress
• Knowledge of the ITIL Service Desk environment
• Excellent and demonstratable customer communication skills
• Excellent and demonstratable technical skills
• Follow policies, procedures and controls defined within the public cloud department
• The ability to work under pressure during high priority incidents
• The drive to continually progress skills year on year
• Ability to adapt to new and unfamiliar technologies quickly

What will you bring?

• Experience of working within a managed service team following ITIL processes
• Experience of working on different customer environments (On premises & Cloud)
• Knowledge of Active Directory/Azure Active Directory
• Knowledge and experience with non-MS technologies
• Experience of working with and managing 3rd party vendors to drive cases to resolution
• Advanced knowledge and experience of the below Microsoft technologies
  • Azure (IaaS and PaaS)
  • Microsoft 365
  • Windows Server OS (including roles)
  • Intune
  • On-premises Applications (Exchange, SharePoint, S4B etc)

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 Scheme
• Life 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

Why join Node4?

Founded in 2004, Node4 has experienced exceptional growth and success over the years. From an office in Derby to locations nationwide. From three people to a workforce of over 1200. We believe that our people are the driving force behind our success. We are a vibrant, passionate, and diverse team committed to providing exceptional service as standard. We are proud of our employees and the environment that reflects our core business values of Passion, Innovation, and Trust.

Node4 is the place to be if you are passionate about technology and providing exceptional service while developing your career within a welcoming and evolving company.

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