Cloud Services Support Engineer

- Complete remote implementation and deployment work as required - Answer support telephone calls and emails directly from customers - Provide technical advice and guidance to the company’s clients and coworkers as needed - Research, resolve, and respond to inquiries received via telephone calls, emails, and site visits in a timely manner and in accordance with company standards - Ensure that individual and team responsibilities are performed in a timely and consistent manner - Record all work within the company’s ticketing system and ensure that regular updates are provided on all assigned open tickets - Prioritize and categorize tickets for efficient progression - Maintain strong relationships with the immediate team and other internal and external departments - Take ownership of tickets end-to-end throughout their life cycle - Escalate issues within the team in a timely manner to the team leader - Work to contracted SLAs and escalate potential failures within the team in a timely manner - Provide recommendations for network/system improvements to the Account Manager - Communicate clearly and professionally with customer staff at all levels of technical knowledge and authority - Proactively identify issues before they arise and recognize any recurring problems - Aid in the creation and management of a technical knowledge base and collaborate with the team to enhance technical knowledge and understanding of the business - Achieve operational and quality standards - Prioritize workloads and balance conflicting demands - Identify issues and make recommendations to improve procedures and collaboration with other teams - Provide out-of-hours support as part of an on-call rota