Cloud Services Technician (Level 1-3 depending on experience)
Reporting To: Cloud Services Support Manager
Department: Cobweb Technical Support
Location: Fareham, Hampshire
Oct 30, 2020, 00:00 AM
A Cobweb 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 Service Orders.
The role will provide both reactive and proactive telephone, email and remote support and look to find ways to reduce incident management through automation, remediation and importantly by providing regular and proactive customer ticket updates.
A Cobweb Cloud Services Technician will be able to utilise available tools, knowledge and the teams around them to help identify solutions and resolve customer support issues. A Cobweb Cloud Services Technician will also apply their Service knowledge to help 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 rotating 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 potentially travelling to client sites, events and other company offices, dependent on the workload and location of customer.
The post holder is responsible for their own health and safety.