Systems Engineer

Role Description

• The Systems Support Engineer is a key part of the Cloudbox service framework providing end to end management of tickets and
• service requests reported by the customer.

• Manage Tickets and Requests
• Receive and record all calls from our customers
• Provide initial assessment of all tickets, attempt first time resolution, and /or escalation
• Assist with customer onboarding projects and migrations
• Monitor and escalate Tickets according to the customer’s SLA
• Keep users informed on status and progress of their tickets
• Aid customer retention and satisfaction
• Help to improve efficiency, processes, documentation, and automation.

Technical skill

• Strong knowledge and experience of Office 365 services including Exchange Online, SharePoint, Teams and OneDrive.
• Excellent technical troubleshooting capabilities including Windows OS and applications, email flow and routing, and Office 365 services. MacOS experience a plus
• Good working knowledge of networks, routing & switching
• Powershell scripting and use for administration

Soft Skills

• Customer focused, with an analytical approach with good questioning & listening skills
• Excellent verbal and written communication skills suitable for an international audience
• A confident team player with a positive can-do attitude
• Fanatical attention to detail
• An ability to learn quickly, and a willingness to study and obtain new certifications and skills (certification will be a KPI of the role)
• Dependable, hardworking and self-motivated.

5 years technical experience

Technical Qualifications

• Current Microsoft Certifications in either MS or AZ tracks.

Benefits offered at Cloudbox

• Medical Aid
• Gap Cover
• Group Life Insurance
• Funeral Policy
• Wellness services

Shift

The Systems Support Engineer will be expected to work standard 8-hour shifts between the hours of 8am and 12am, Monday to Friday. Shifts are not fixed but are rotated between available resources to align as best possible to employee’s requirements while ensuring adequate cover for our major supported time zones globally.

Other

Successful interview candidates will be subject to full background checks and vetting.This document describes the principle purpose and main elements of the role. It is a guide to the nature and main duties of the role as they exist currently, but is not intended as a wholly comprehensive or permanent schedule and does not form part of the contract of employment.This document describes the principle purpose and main elements of the role. It is a guide to the nature and main duties of the role as they exist currently, but is not intended as a wholly comprehensive or permanent schedule and does not form part of the contract.