Cloud Engineer (Managed Service) (Remote)

Shaping Cloud are a forward-thinking technology company and one of the UK's leading cloud experts. We champion the adoption of the best available technologies to drive value and empower organisations to deliver their vision.

Shaping Cloud works across a variety of sectors, including a large public sector base of clients and experience – locally, regionally, and nationally.

We live by what we advocate – so we expect our employees to be just as creative and passionate about the value of using the latest technology within the company as with our clients.

We hire for culture first, potential second, and experience third. In this way, we ensure our Company culture is a place we all love to work in. We champion the following five values:

• We take ownership
• We are enthusiastic
• We are inclusive
• We are entrepreneurial
• We strive for excellence

Role Description

As a key member of the Managed Service team, the primary focus of your position is to ensure there is a prompt and professional response and resolution to IT support tickets raised, both by internal IT support requests and those from our external customers.

You should be able to work well within a team and cross-collaborate as well being able to work alone when required.

It’s key that you have strong communication skills as you will need to break down technical terminology to non-technical audiences to ensure a positive experience for the customer.

Taking ownership of the platforms and services we manage on behalf of our clients, you will also take a proactive approach to maintenance – managing systems to the same high standard we would if they were our own.

You will be responsible for both ‘reactive’ and ‘proactive’ tasks. These will include, but not be limited to:

Reactive:

• Responsive to users: Responding promptly and professionally to incidents and service requests via the ITSM tool.
• Responsive to management: Provide prompt and accurate information, insight, and advice to managers with respect to services within scope of responsibility.
• Prioritise what matters: Prioritise work according to established SLAs, ensuring that the right things are completed first for clients and the Company.
• Self-sufficiently problem solve: Use thorough problem-solving techniques and tenacity when responding to tickets before escalating / seeking help.
• Provide excellent customer service: to include keeping the user (internal and external) updated with progress, providing work arounds when something will take time to solve, and minimising impact on the user’s work.
• Timely service: Always act with effectiveness and efficiency when solving incidents, problems, and serving requests.

Proactive:

• Proactively maintain: Performing monthly maintenance tasks, primarily in Azure / M365 (e.g., reviewing advisories and taking relevant actions to improve performance and/or reduce risks).
• Proactively improve: Performing routine reviews of the infrastructure and services - advising of ways to improve wherever possible.
• Provide value: Ensuring the service is cost effective and offering ways the client can save money or make better use of their tools and services to deliver increased business value.
• Provide insights and innovative thought: Staying up to date with latest innovations and offerings, providing suggestions to the Head of Managed Services, customer (via Account Manager), and/or wider team of what could improve or add additional value to the customer or Shaping Cloud.
• Willing and able to learn and develop: Making the most of quieter times and study days to learn and develop; committing

Technology areas:

• You will either have a broad understanding of all technology areas or may specialise in one particular area with a light understanding and ability across all other areas.
• Technology areas you may be responsible for within the Company’s Managed Services include:

Azure

Azure Administration, including:

• Identity
• Governance
• Storage
• Compute
• Virtual networks
• Billing
• Using PowerShell, Azure CLI, Azure portal, Azure Resource Manager (ARM) templates

Azure DevOps, including basic knowledge of:

• Azure Boards
• Azure / GitHub Repos