Jobs at Cloud Direct

The Role

Cloud Direct is seeking a Customer Success Analyst to proactively engage with Cloud Direct customers to ensure that:

• The customers business is a success using cloud serivces
• We clearly demostarte our value
• New business opportuniites are identified
• High standards of customer service is maintained

Responsibilities

Customer Champion:

• Take ownership of direct and partner existing customers (initially direct customers only)
• Be our customers' voice - educate us about what our customers want and need
• Develop customer accounts by encouraging the adoption of new cloud services to drive customer's own business success, passing all new opportunities to sales for closure
• Be the customers champion to own and drive the resolution of all customer issues and complaints, escalating as required
• Engage with all customers who have raised cancellation requests with the objective to prevent churn
• Take ownership for account changes e.g. contract reviews or payment changes as per agreed transaction limits
• Manage and transact upgrades/downgrades for existing customer services
• Manage all proactive customer communications of a non-support nature e.g. upgrades, price changes, offers etc
• Drive the uptake and usage of PROVIDETM for all customers
• Feed ideas into Marketing regarding topics that our customers are interested in
• Be intrinsic to the development of the Cloud Direct customer journey / experience development.
• First response customer interaction
• Case creation, classification, escalation and management
• Remote support
• Case progress feedback to customers
• Adhering to business process and procedures 

Team Working:

• Work closely with all areas of the business to ensure that the customer experience with Cloud Direct is easy
• Working closely with all departments to ensure customer issues are resolved in a timely manner and a positive customer experience is maintained
• Willingly support other members of the team when required
• Assist your Team Leader or Manager on any work requirements as they see fit.

Personal Performance & Development:

Monitor and understand own performance against KPI’s and vision summary

• Prioritise workload and manage working time effectively
• Take personal ownership for maintenance and development of role based skills and expertise
• Take ownership for and progress personal development plan

What do we offer you?

• Pension contribution
• Health care cash plan
• Birthday lunches
• Fun Fund
• Many more

This is the perfect opportunity for ambitious individuals to develop their careers with a leading company in the transformational cloud computing industry.

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Senior Network Engineer

This is a technical hands-on role which recognises the importance of robust and powerful networking and connectivity solutions as an integral part of our cloud strategy. The role reports to the Head of the Technical Solutions Team. The team is tasked with a wide range of customer and solution engagements including technical vendor relationships, customer pre-sales, solution design & delivery, project handover into our Managed Service Support Teams, and on-going proactive technical management of both cloud and local/hybrid infrastructure.

Responsibilities:

• Liaise and work with key vendor partners to ensure you remain up to date with relevant networking and connectivity technologies.
• Be the ‘go-to’ person for technical queries regarding complex network and connectivity issues.
• Work closely with other customer-facing teams in the business. This will include Pre-Sales assignments (with Sales Specialists, Account Managers and Technical AMs); Solution Design (e.g. working with Professional Services Teams); Package Design (with Marketing); as well as upgrades, and migrations
• Based on your designs, deliver customer solutions to agreed timescales, quality, and budget operating with a high degree of technical autonomy and self-administered technical project management.
• Proactively train other technical teams and Support personnel in your areas of responsibility to drive the clear separation of the customer Support function distinct from the Technical Solutions Team.
• Be a point of technical excellence and final escalation for critical problems within your technology focus, engaging with vendors for troubleshooting where required.
• Provide proactive technical management for specific environments thereby ensuring platforms are highly-available, feature adequate capacity, remain up to date and highly secure.
• Support the company’s transition to cloud-based offerings and closer working relationships with specialist partners through hands-on project work to rationalise and reduce direct infrastructure across all platforms.
• Be a team player, willing to share knowledge and experience with others to ensure no single point of failure exists within the team.
• Produce regular time, progress, and KPI reporting in line with company standards in order to track the effectiveness of your work and engagements.
• Be required to carry out such alternative or additional duties as the company may from time to time reasonably require. E.g. take part in out-of-hours escalation process for critical Incidents.
• Maintaining up-to-date knowledge on VoIP technologies & features as well as potential integration and added value with other services. Using this knowledge to facilitate or unblock delays in progress of issue resolution & project development as well as defining road-maps and upgrade paths for these services.

Skills and experience required:

• Deep working knowledge of networking principles and technologies, ideally with specific experience of Cloud Direct’s core MPLS technologies and associated infrastructure. To include:
  • Centralised monitoring and management in large-scale, high-availability environments;
  • Advanced knowledge of large scale LAN/WAN switching and routing implementation and operation with specific knowledge of VLAN, VPN and MPLS networking;
  • Knowledge of QoS and LAN traffic management techniques;
  • Thorough knowledge of IT infrastructure, TCP/IP, networking and information system security principles, practices and technologies;
  • Understanding of core Internet routing protocols and services such as BGP, OSPF and EIGRP;
  • Understanding of networking services such as GRE, IPSEC, L2TP, QOS, HSRP, VRRP, GLBP, DHCP, NTP and NAT (amongst others)
  • Understanding of switching services such as (but not limited to) STP, VLAN, QinQ, COS, UDLD, Switch Stacking, PagP, LACP and RSPAN
  • Knowledge of intrusion detection systems and intrusion prevention system technology;
  • Hands experience with Firewall technologies, in particular the CISCO based product range. Experience in other vendors is desirable
  • Demonstrable; in-depth technical expertise within an ICT environment consisting of extensive hands-on support and management of Telephony (VoIP) and Networks.
  • Design; configuration and deployment experience of Telephony (VoIP) and Networks.
  • Understanding of client access technologies such as Fibre, FTTC, EFM, DSL and 3/4G
  • SBC and VOIP Infrastructure
• Proven problem-solving capabilities to see round and through highly technical issues.
• Good analytical skills with the ability to document and present highly technical information in a coherent and informative manner.
• Commercially astute and able to interpret complex business cost models to make informed decisions and recommendations.
• Confident in customer-facing pre-sales environments with the ability to think on your feet and to ensure positive and engaging customer communications.
• Be resilient, tenacious, and able to handle pressure around multiple tight delivery schedules and demanding customer situations, whilst also maintaining a positive, can-do attitude and a constructive approach to overcome challenges.
• The ability to handle a high degree of change.
• A grounding in project management principles and first-hand experience of delivering many technical projects.
• A solid grounding in basic server and IT infrastructure and operating systems.
• Proven ability of establishing, maintaining, securing, and upgrading of networks.

Qualifications and experience required / highly desirable

• Strong academic background – ideally with a technical degree.
• At least five years professional experience in network engineering in a large and complex network environment. These should include several years of hands-on configuration, administration and troubleshooting experience of LAN switches, routers and firewall devices.
• Accreditations in related network and infrastructure technologies (e.g. Microsoft networking exams, CCNA, CCNP, Fortinet NSE, etc.)

What do we offer you?

• Pension contribution
• Health care cash plan
• Birthday lunches
• Fun Fund
• Many more

This is the perfect opportunity for ambitious individuals to develop their careers with a leading company in the transformational cloud computing industry.