Purpose of the role:

This is a mid  level position providing in depth support on customers cloud infrastructure and applications in both Azure and AWS.

Role and Responsibilities:

• Providing proactive and reactive support on a wide range of cloud services, including Infrastructure, SaaS & PaaS.
• Accepting escalations from Level 1 and 2 engineers on user-based cloud issues.
• Working with the Project Management team to deliver new services and applications in the cloud.
• Identifying and implementing best practices in new and existing cloud deployments.
• Manage and prioritise ticket queue to ensure assigned SLA’s are met.
• Manage P1 and high urgency tickets as required.
• Follow all Arkphire policy and procedures and work within ITIL standards and guidelines.

Education  & experience:

• AZ-104, or equivalent, certified essential.
• AZ-303/304 ideal, but not essential.
• AWS Certification ideal, but not essential.
• Minimum 2 years administering / deploying cloud-based solutions.
• Strong Office 365 skills (Exchange, Teams, Sharepoint & OneDrive).
• Experience with MDM solutions. (InTune, Endpoint Manager).
• Experience with private / hybrid cloud deployments. (VMWare / HyperV).
• Strong networking skills.

Essential Skills:

• Ability to communicate well with all levels of staff at client sites.
• Quickly build rapport and gain client confidence.
• Work individually and as a team.
• Be able to follow company procedures and methods.
• Available to work out of hours / weekends if necessary.
• Have a proven track record in trouble shooting and problem solving.
• Be able to utilise all tools available to resolve 95% of issues at the first time of asking.
• Ability to quickly learn new products.
• Strong focus on security in all areas of work.