Systems Support Engineer

Role Description

The Systems 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 escalation 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.

• Strong knowledge and experience of Office 365 services including Exchange Online, SharePoint, Teams and One Drive
• Excellent technical troubleshooting capabilities including Windows OS and applications, email flow and routing, and Office 365 services;
  MacOS experience a plus
• Good working knowledge of networks, routing & switching
• Powershell scripting and use for administration

• 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 of the role)
• Dependable, hardworking and self-motivated

• 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

The Systems Support Engineer will be expected to work standard 8-hour shifts, Monday to Friday. Shifts are not fixed but are rotated between available resources to align as best possible to employee’s requirements while ensuring adequate cover for our major supported time zones globally. Shifts rotate week.

Successful interview candidates will be subject to full background checks and vetting. This document describes the principal purpose and main elements of the role. It is a guide to the nature and main duties of the role as they exist currently but is not intended as a wholly comprehensive or permanent schedule and does not form part of the contract of employment.