Job Vacancies at Content+Cloud

Description

Content + Cloud is a leading technology and managed services provider in the UK, ranked within the top five European and top 50 global managed services suppliers and operates out of offices in London, Manchester and Cape Town and, via its global partners, in 13 countries across the world. The award-winning company provides a range of services including 24/7 support, cloud services, ERP software implementation, technology transformation and change projects, strategic consulting and analytics. 

We are a dynamic and fast-growing company that truly values and is reliant upon our people, our culture and our commitment to excellence we call Service Obsession. Being the best means having the best people, and getting the best people means being the best place to work. 

A core part of our business is our Cape Town operations centre from which we provide 24/7 support to our predominantly UK based clients and their global operations via a 1st – 3rd line service desk, 365 days per year. This operation is planned to expand significantly in the coming years. This expansion is to not only accommodate growth in our service desk, but also an expanding remit to broaden our local service capability. 

The Role

Being a part of the team responsible for providing virtual service delivery services with a portfolio of our customers to ensure a high level of service is consistently delivered, working with our operational support and project and account management teams. This role is intended to grow revenue through increased customer satisfaction, adding value in the form of expertise as well as driving service improvement initiatives.

Requirements

• To be the primary point of contact for customer representatives for service queries or escalations

• Responsible and accountable for the management of day-to-day operations to ensure contractual commitments and service levels are met for vSDM customers

• Implement and maintain customer processes and procedures to drive customer satisfaction levels and SLA adherence

• Produce management reports for the customer and internal management, providing analysis, feedback and actions based on trends, root cause analysis and other service influences

• Review customer satisfaction and feedback data, identifying and actioning plans to support collaborative issue resolution, service improvements and knowledge sharing

• Lead by example the operational team, creating an environment orientated to trust, open communication, creative thinking and cohesive team effort

Required skills and capabilities:

• Minimum ITIL foundation certification

• Minimum of 1 years’ experience managing technical or operational service teams

• Confident managing stakeholders at all levels both internally and externally

• Ability to understand contractual and service requirements

• Excellent verbal, written and presentation skills, communicating clearly and concisely

• Proficient with data analysis reporting tools such as MS Excel

• Professional and adaptable communication style to match the customer

• Customer service orientated, facilitating customer feedback and concerns to drive service improvement initiatives

• Positive and proactive approach at every level and under pressure

Generic essential individual attributes

• Organized, process orientated and demonstrate initiative

• Exceptionally people focused with good negotiation and management skills

• Astute and diligent with accuracy

• Adaptable and able to prioritize work based on customer needs

• Ability to make quick and effective decisions

• Happy to work in a strong cultured environment representing the professional Content + Cloud brand

• Eligible to work in Cape Town

Benefits

• Salary dependent on experience

• Role based out of our Century City offices (currently working remotely)

• 40 hours per week (Monday – Friday)

• 20 days’ annual leave

• Multiple HIIT, general fitness, yoga and meditation classes run virtually each week! (In addition to other wellness events and other social activities...)

• Continual professional development plans

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Description

The key deliverables of a Senior Support Services Engineer are to provide technical support to end users. This can include incidents; problems; requests or change control depending on the requirements of any of our customers. The engineer must possess excellent verbal and written communication skills as well as exceptional analytical and technical skills and continually look to improve on this. In addition, they need to collaborate with the entire operations team with positive communication and sharing of knowledge and information.

Requirements

• Respond appropriately and deal with queries or complaints in an effective manner (i.e. punctual; polite and with empathy).

• Take ownership of tickets allocated to them or their relevant Virtual team (“VT”) ticket queue and professionally manage them through to Resolution or escalation.

• Ask targeted questions and apply accurate troubleshooting.

• Contribute fully as an active team member and ensure personal and team objectives are achieved.

• Collaborate with other teams to maintain standards and functionality.

• Maintain a professional relationship with clients and peers.

• Utilise excellent customer service skills and exceed customers’ expectations.

• Report potential client facing risks.

• Report customer feedback and potential product request.

• Maintain your own personal development plan with support from your manager.

• Collaborate with other teams to maintain standards and functionality.

• Undertake any other tasks as assigned by management.

• Availability during your shift hours (which may incur shift & desk rotation).

• Troubleshoot, maintain and support a wide range of systems.

• Ensure Service level agreements (“SLAs”) are met.

Support Services Engineer Duties and Responsibilities:

• Telephony:

• Answer overflow calls and attempt first call resolution

• Confirm and capture accurate information

• Take ownership of tickets assigned to you or your relevant VT ticket queue within the required agreed SLA’s

• Prioritise and manage several open tickets at one time

• Apply extreme attention to detail

• Effective troubleshooting skills related to your relevant area of support.

• Take ownership of technical escalation

• Contribute to and improve internal knowledgebase assets

• Refer to internal knowledgebase, assets, internal/external resources to provide accurate solution.

• Provide prompt and accurate feedback to clients

• Direct unresolved issues to technical specialist (within your VT) or incident management (outside our VT) for technical escalation

• Requires a level of supervision

Health and Safety

To comply with Health and Safety legislation, following Content + Cloud processes to ensure your own safety and the safety of others.

Required skills and capabilities

• Proven technology industry experience providing support at a 2nd Line level or above

• Excellent written and verbal communication and interpersonal skills 

• Use initiative and creativity to solve more challenging issues

• Formal IT qualification (Minimum AZ-104)

• Experience and knowledge in several of the technologies detailed below

• Server Infrastructure

  • HP & Dell, Microsoft Server OS through to 2019, Linux, Hyper-V, VMWare, and AD related aspects of Intune, server rebuilds

• Azure

  • Azure AD, ASR, IAAS, PAAS, Subscriptions & Management Groups, Role Based Access Control (RBAC), NSG, Key Vault, Automation, Storage, App Service, Azure SQL

• Backup technologies

  • VEAAM, Azure Backup, Backup Exec, MABS

• Active Directory

  • DHCP, DNS, Replication, AD sync, GPO, Clustering, DFS

• 3rd party Line of Business application troubleshooting E.G Sage

Generic essential individual attribute

• Process-focused

• Excellent technical ability in one or more key virtual team areas

• Able to prioritise under pressure and work to deadlines

• Flexible, calm, and approachable, ‘can do’ attitude

• Solid customer relations skills to understand client/client representatives concerns and requirements

• Willingness to gain relevant qualifications and accreditation's

• Own (reliable) transportation

Benefits

• Salary dependent on experience

• Role based out of our Century City offices (currently working remotely)

• 40 hours per week (Monday – Friday)

• 20 days’ annual leave

• Multiple HIIT, general fitness, yoga and meditation classes run virtually each week! (In addition to other wellness events and other social activities...)

• Continual professional development plans