US Onsite Engineer

Job Description

Job Description

Salary : 90000-100000

Cloudbox is looking for an experienced support and systems engineer to support high profile customers in the US, and globally.

The role will be office based, with part requirement to assist and support customer IT requirements on-site in Manhattan New York (approx. 80%, supporting multiple customers on-site intra day, 20% remote from the office).

The right candidate will be able to work comfortably independently and will have excellent communications skills to collaborate with the global Cloudbox technical team located in London, America and South Africa.

The role will involve direct remote support of users, on-site support when required, administration and service management of a wide range of cloud platforms and services, and assisting the Cloudbox project team onboarding customers and migrating workloads to the Cloud.

Role Description

Supporting Cloudbox customers throughout the US and globally, the Systems Engineer will assist our global support team where needed and provide 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 assessment of Tickets, attempt first time resolution, and / or escalation within SLA.

Assist with customer onboarding projects and migrations

Keep users informed on status and progress of their Tickets

Aid customer retention and satisfaction

Help to improve efficiency, processes, documentation, and automation.

CORE COMPETENCIES

Soft Skills

Customer focused

Analytical approach with good questioning & listening skills

Good verbal and written communication skills, with excellent spoken English

Confident and self-motivated with a positive can-do attitude

Team player

An ability to learn quickly, and a willingness to study and obtain new certifications and skills (further certification will be a KPI of the role)

Technical skills

Good working knowledge of networks, routing & switching

Good knowledge and experience of Office 365 services including Exchange Online, SharePoint, Teams and OneDrive.

Excellent technical troubleshooting capabilities including networking, windows OS and applications, email flow and routing, and Office 365 services.

Bloomberg application support and troubleshooting

Technical Qualifications

Current Microsoft Certifications in either MS or AZ tracks.

Experience

5+ years experience in a customer facing IT support role. Previous Managed Service Provider experience extremely valuable.

Cloudbox is a full-service outsourced IT provider with a specific focus and expertise on Cloud solutions for financial services organisations. This is a dynamic and fast paced environment that needs people that a strong desire to learn and a can do attitude.