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For Companies At a Glance
- Tasks: Deliver top-notch support and resolve technical issues in cloud environments.
- Company: Join a dynamic tech company focused on innovation and customer satisfaction.
- Benefits: Enjoy hybrid working, private medical insurance, and 25 days holiday plus your birthday off.
- Other info: Be part of a diverse team with excellent career growth and fun social events.
- Why this job: Make a real impact by solving problems and enhancing customer experiences.
- Qualifications: Experience with virtualisation, Microsoft 365, and strong communication skills required.
The predicted salary is between 35000 - 45000 £ per year.
About the role
As a Cloud Support Engineer, you’ll play a key role in delivering a high-quality support experience to our customers. You’ll take ownership of escalated incidents and technical issues, working across Microsoft and cloud-based environments to diagnose, troubleshoot and resolve problems in line with agreed SLAs. You’ll work closely with colleagues across Service Desk, 3rd Line and Engineering teams, contributing to service improvement, problem management and knowledge sharing.
What You’ll Be Doing
- Proactively managing incidents, service requests and events across multiple cloud environments
- Providing first‑class technical support to customers with varying levels of technical knowledge
- Taking ownership of escalated issues and seeing them through to resolution
- Monitoring cloud platforms, identifying issues and recommending improvements
- Participating in problem management, including root cause analysis
- Implementing solutions to recurring issues to prevent repeat incidents
- Maintaining and contributing to internal knowledge bases and technical documentation
- Liaising with third‑party suppliers where required
- Escalating complex issues to 3rd Line or Engineering teams with clear handovers
- Participating in an on‑call rota to support critical out‑of‑hours incidents
- Ensuring systems remain highly available and performance is optimised
- Consistently role‑modeling Node4’s ESaaS & L4 behaviours
What will you bring?
Essential skills and experience include:
- Experience with virtualisation technologies (e.g. VMware vSphere, Azure)
- Strong Microsoft 365 administration skills (Entra ID, Exchange Online, Intune, etc.)
- Good working knowledge of Windows Server troubleshooting
- Experience supporting backup solutions (e.g. Veeam, Commvault)
- Experience with enterprise monitoring and alerting platforms
- A proven track record of delivering high‑quality end‑user support in Microsoft environments
- Strong written and verbal communication skills
- Ability to prioritise, multitask and manage time effectively
- High attention to detail and a right‑first‑time mindset
- A proactive, analytical and customer‑focused approach
- Understanding of ITIL principles
How Success Is Measured
- Effective and timely resolution of support tickets
- Customer satisfaction (CSAT) scores
- Accurate time and activity logging
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
Cloud Support Engineer - 2nd Line Managed Services · United Kingdom · employer: risual Limited
Contact Detail:
risual Limited Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Cloud Support Engineer - 2nd Line Managed Services · United Kingdom ·
✨Tip Number 1
Network like a pro! Reach out to folks in the industry, attend meetups, and connect with people on LinkedIn. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Show off your skills! Create a portfolio or a GitHub repository showcasing your projects and technical expertise. This is a great way to demonstrate your capabilities beyond just a CV.
✨Tip Number 3
Prepare for interviews by practising common questions and scenarios related to cloud support. Think about how you'd handle specific incidents and be ready to share your thought process during the interview.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you’re genuinely interested in joining our team.
We think you need these skills to ace Cloud Support Engineer - 2nd Line Managed Services · United Kingdom ·
Some tips for your application 🫡
Tailor Your CV: Make sure your CV speaks directly to the Cloud Support Engineer role. Highlight your experience with virtualisation technologies and Microsoft 365, as these are key for us. Use specific examples that showcase your skills in troubleshooting and customer support.
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Tell us why you’re passionate about cloud support and how your background aligns with our needs. Don’t forget to mention your proactive approach and any relevant ITIL knowledge you have.
Showcase Your Communication Skills: Since strong written communication is essential for this role, make sure your application is clear and concise. Use proper grammar and structure to demonstrate your attention to detail and right-first-time mindset. We want to see how you can communicate effectively!
Apply Through Our Website: We encourage you to apply through our website for a smoother process. It’s the best way for us to receive your application and ensures you don’t miss out on any important updates. Plus, it shows you’re keen to join our team!
How to prepare for a job interview at risual Limited
✨Know Your Tech Inside Out
Make sure you brush up on your knowledge of virtualisation technologies like VMware vSphere and Azure. Be ready to discuss your experience with Microsoft 365 administration and Windows Server troubleshooting, as these are key areas for the role.
✨Showcase Your Problem-Solving Skills
Prepare examples of how you've managed incidents and resolved technical issues in the past. Highlight your analytical approach and any experience with root cause analysis, as this will demonstrate your ability to tackle complex problems effectively.
✨Communicate Clearly and Confidently
Since you'll be providing support to customers with varying levels of technical knowledge, practice explaining technical concepts in simple terms. Good communication skills are essential, so be ready to showcase your written and verbal abilities during the interview.
✨Demonstrate a Customer-Focused Mindset
Be prepared to discuss how you've prioritised customer satisfaction in your previous roles. Share specific examples of how you've gone above and beyond to ensure a high-quality support experience, as this aligns perfectly with the expectations for this position.