🎯 Mission-driven, customer centric organisation

🚀 Rapid career advancement with opportunities to learn

🤝 Opportunity to work with diverse, global teams

🏡 🖥️ Remote friendly work culture

💰 Competitive salary and Performance bonus

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

Technical skills  

• Azure infrastructure and design and implementation knowledge 
• Understanding of Group Policy/ADMX within Intune/Endpoint Manager 
• Good practical experience of Intune and device management/compliance 
• Excellent understanding and practical of public DNS records 
• Understanding of best practice security principles 
• Deployment of applications using third-party tools – SCCM or other RMM application 
• Understanding of SCIM and SSO with Azure AD 
• Good understanding and practical experience of backup best practices and restore processes
• Strong knowledge of the following vendor services extremely beneficial: Mimecast, ProofPoint, Cisco Duo, Exclaimer, Dropsuite, KnowBe4, Datto RMM, Windows Hello for Business, Acronis, Azure IaaS, Azure Backup, Azure Site Recovery
• Good working knowledge of networks, switching, routing, and traffic management 
• Powershell scripting and use for administration and automation 
• 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 is a plus
• Good working knowledge of networks, routing & switching 

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



Technical Qualifications 

• Current Microsoft Certifications in AZ or MS tracks, preferably to ‘expert’ level

Experience 

• 5+ years’ experience, in multi-faceted IT support roles
• Previous MSP experience is essential

Cloudbox is a full-service outsourced IT provider with a specific focus and expertise on Cloud solutions for financial services organizations. 

Fully managed cloud-based IT services that scale with you, transforming your business as you grow. IT is not just about what you can do today, it’s about what is possible tomorrow. With our deep history, Cloudbox is at the forefront of cloud products and services innovation so you don’t have to worry about keeping ahead. Combine our knowledge with our hands-on customer service and you have an insightful and committed IT partner, giving you the power to propel your business with the cloud.

This is a dynamic and fast-paced environment that needs people with a strong desire to learn and a ‘can do’ attitude.