Cloud Services

Reporting to: Cloud Services Support Manager

Department: Cobweb Sales 

Location: Fareham, Hampshire



Team Purpose

The Cloud Services Team is responsible for providing in life technical support and delivering a professional on-boarding experience for Cobweb's cloud Office 365 customers.



Role Purpose

The Cloud Services Technician is responsible for managing and maintaining customer support tickets within agreed Service Level Agreements and KPI's by effectively responding to Incidents, Service Requests and provisioning Technical Orders.

The role will provide both reactive and proactive customer support and look to find ways to reduce incident management through automation, remediation and providing regular customer support updates.

The Cloud Services Technician will be able to utilise the knowledge and teams around them to help identify and capitalise on opportunities where additional Cobweb services would enhance a customer's experience, increase productivity and maximise the value of Cobweb's portfolio of cloud services.

This role is subject to a shift rota pattern on a 24/7 basis, therefore flexibility in working hours is essential. Based at our Fareham head office, extra duties on an out-of-hours basis may be required from time to time and are considered part of the role. This includes on occasion travelling to client sites, events and other company offices, dependent on the work load and location of customer. Customers are mainly UK based but some international travel may be required. 

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