Cloud Support Engineer

UKCloud Ltd
14 Nov 2017
08 Dec 2017
Contract Type
Full Time
Are you ready for that next big challenge in your career, or maybe you just want to join a more dynamic, forward thinking and progressive organisation where you can put your full range of skills and experience to better use?

Right now at UKCloud, we have a fantastic new opportunity, for a Cloud Support Engineer to join our growing team.

We operate in a faced paced and changeable environment, so you will naturally be aligned to our culture of disruption and innovation and relish the challenge of finding ways to make this work better. You will be joining a dedicated team that understand the vision and culture associated with 'doing it the UKCloud way'. At UKCloud we aim to delight our customers by delivering agile technology that is designed to significantly reduce time, cost and risk.

If working with a market leading organisation like UKCloud sounds exciting and you would like to find out more, then we would love to hear from you.

About this role

Your activities will be driven by a Checklist and Incoming Calls/Emails which will include:

* Manage and resolve tickets using the call tracking system, ensuring all records are accurately updated in a timely manner. Keep all stakeholders (internal or external customers and partners) informed of the ticket progression via phone and email.
* Demonstrate a solid understanding of the underlying Platform to our customers, providing assistance in helping them leverage services
* Respond to incoming monitoring alerts, resolving or escalating as required in accordance with priorities and agreed service levels
* Ensuring all changes are documented through the Change Management Process
* Provide first class customer service to all stakeholders, both internal and external customers and partners
* Close collaboration with the technical operations team for deep technical issues, ultimately ensuring customer satisfaction
* Contributing to the improvement of processes and approaches within the department
* Continuous professional development, through increased product and technical knowledge

Cloud Support Engineer | Support Engineer | Engineer | Cloud Engineer | IT | Information Technology

Essential Requirements:

* Good customer service / service desk support experience
* Experience of working with a business critical platform and a 24/7 ITIL environment
* Recent experience in a large scale deployment environment (building and troubleshooting)
* Good overall knowledge of servers and infrastructure as a whole
* Problem solving skills specifically root cause analysis; able to taken a problem to resolution
* Able to work effectively and deliver a high standard of work in a busy and growing office environment
* Is organised with excellent time management / prioritisation skills
* Evidence of continuous professional self-development
* Team player and collaborative
* Good interpersonal and communication skills, able to deal effectively with people at all levels (verbally and written)
* Experienced in the use of service desk tools, Microsoft Office, and ticketing systems (such as LANDesk)
* Essential- Linux operating system, VMware vSphere, firewalls, switching, and networking technologies.
* Desirable- CCNA and VCP qualified or equivalent experience is required for the senior role. vCloud Director.

About Our Company:

UKCloud provides an unbeatable, secure UK public cloud. Focussed solely on serving the UK Public Sector. We are committed to assurance and security while delivering flexible, agile and value-based cloud hosting to our customers.

Formed in 2012, UKCloud is based in Farnborough (Hampshire) and Corsham (Wiltshire). We have a team of over 160 people and we continue to grow! We are looking for people who want a rewarding career in a business who truly invest in you as an individual.


* Competitive salary plus 10% bonus
* 25 days' holiday increasing to 30 days over length of service, half a day birthday leave, charity day
* Contributory pension
* Healthcare
* Life cover
* Access to free parking
* Active social and charity events
* Childcare voucher scheme
* Cycle to work scheme
* Onsite facilities
* Friday breakfasts, fruit and soft drinks

UKCloud is an equal opportunities employer and positively encourages applications from suitably qualified and eligible applicants. Applicants must be eligible to work and live in the UK and will be required to undergo and maintain appropriate UK government security clearance.

Look out for us on social media!
You'll find us on Twitter, Facebook and LinkedIn.
This job was originally posted as