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For Companies At a Glance
- Tasks: Deliver top-notch support for cloud services and troubleshoot technical issues.
- Company: Join a dynamic tech company focused on innovation and customer satisfaction.
- Benefits: Enjoy hybrid working, private health 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 complex problems in a collaborative environment.
- 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 · in London 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 · in London
✨Tip Number 1
Network like a pro! Reach out to current employees on LinkedIn or at industry events. A friendly chat can give you insider info and maybe even a referral, which can really boost your chances.
✨Tip Number 2
Prepare for the interview by practising common questions related to cloud support. Think about how your experience with Microsoft 365 and virtualisation technologies can shine through in your answers.
✨Tip Number 3
Show off your problem-solving skills! Be ready to discuss specific incidents where you diagnosed and resolved technical issues. Use the STAR method (Situation, Task, Action, Result) to structure your responses.
✨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 · in London
Some tips for your application 🫡
Tailor Your CV: Make sure your CV reflects the skills and experiences that match the Cloud Support Engineer role. Highlight your experience with virtualisation technologies and Microsoft 365, as these are key for us.
Craft a Compelling Cover Letter: Use your cover letter to tell us why you’re passionate about cloud support. Share specific examples of how you've resolved technical issues in the past, showing off your problem-solving skills.
Show Off Your Communication Skills: Since strong written communication is essential, ensure your application is clear and concise. Use proper grammar and structure to demonstrate your attention to detail and professionalism.
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you don’t miss out on any important updates from us!
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.
✨Show Off Your Problem-Solving Skills
Prepare to share specific examples of how you've diagnosed and resolved technical issues in the past. Highlight your experience with incident management and root cause analysis, as this will demonstrate your proactive approach to problem-solving.
✨Communicate Clearly and Confidently
Since you'll be providing support to customers with varying levels of technical knowledge, practice explaining complex concepts in simple terms. Good communication skills are essential, so think about how you can convey your ideas clearly during the interview.
✨Demonstrate Your Customer Focus
Be ready to discuss how you've prioritised customer satisfaction in your previous roles. Share examples of how you've gone above and beyond to ensure a high-quality support experience, as this aligns perfectly with what the company is looking for.