This position is primarily a role responsible for supporting people with their use of technology. You will
need a particular focus on customer service, an ability to think fast, and good communication skills. In this
role you will often be dealing with customers based in a medical environment and resolution times need
to be in a timely manner to reflect this as it could affect various critical health services. This role is the first
point of contact for end-users seeking technical assistance and support for IT-related issues. This role
involves providing timely and efficient resolution to basic technical problems and escalating more complex
issues to higher-level support teams when necessary. The Cloud Support Engineer will also be responsible
for documenting support requests, troubleshooting steps, and resolutions, as well as maintaining a
positive customer service experience throughout the support process.
Serve as the initial point of contact for end-users seeking technical assistance via phone, email, or ticketing
system.
ï· Provide timely and effective resolution to basic technical issues, including password resets, software
installations, printer setups, and network connectivity problems.
ï· Identify and escalate complex or unresolved issues to Senior engineers, following established escalation
procedures.
ï· Document all support interactions, including issue details, troubleshooting steps, and resolutions, accurately
and thoroughly in the ticketing system.
ï· Maintain ownership of support requests throughout the resolution process, ensuring timely updates and
follow-ups with end-users.
ï· Assist with the setup, configuration, and deployment of desktops, laptops, mobile devices, and peripherals
for end-users.
ï· Educate end-users on basic IT concepts, such as password management, email setup, and software usage, to
enhance self-service capabilities and reduce recurring issues.
Requirements
Relevant tertiary technical qualifications and
certifications
ï· A minimum of 2 years relevant experience ï¼
ï· Up-to-date knowledge and experience in cloud computing ï¼
ï· Understanding and experience in ITIL principles ï¼
ï· A reasonable level of knowledge in MS 365 and current
Microsoft server systems, management tools and
industry best practices including Intune and Autopilot
ï· Desktop and laptop deployment & support experience
ï¼
ï· VMware and virtualisation skills ï¼
ï· A sound knowledge of networking and associated
technologies
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