Cloud Services System Administrator (x2)

Job Role: Technical Deployment and Management of M365, Azure, Business Applications; Cloud Products

Job Description:

The Cloud Service Desk is the first point of contact for all support requests from channel partners and Managed Services customers, including Office365 and Cloud products/services. The team provides incident break/fix and guidance on M365 products (i.e. Email, Office, SharePoint, OneDrive etc), Azure and Business Applications. Service requests are raised and updated within the ticketing system.

The System Administrator will be responsible for reviewing, maintaining and (where appropriate) designing processes and solutions for the Cloud infrastructure internally, working closely with the Service Desk Manager and the Technical Project Manager. Working alongside our Cloud Service Desk team to support internal staff and stakeholders for internal deployments of tools and processes, you will be the front-line for internal IT support, as well as providing project support for new technologies to be deployed – ensuring users are kept informed of progress through the ticketing system, and process documentation is made available to support your approach.

As an extension of the Service Desk, you may also be required to support with front-line partner support of the same tools/technologies to provide overflow support during peak periods.

Westcoast offer a wide range of paid for services and third-party products. Full training on these products and services is provided.

Candidate:

The candidate must meet the following criteria:

• Experience of supporting users on M365, Azure, Business Applications and non-Microsoft products
• Possess a willingness to learn and co-operate as part of a team
• Excellent telephone manner is required along with friendly customer service skills
• Good communication, literacy and organisational skills
• Strong attention to detail and information gathering
• Passionate about customer satisfaction
• Able to prioritise and keep calm within high pressure situations
• A logical approach to problem solving coupled with common sense
• Punctuality, staff must be ready to work by their start time
• Able to follow existing processes and assist in designing new ones
• Show initiative in finding improvements

The day-to-day responsibilities will be:

• Providing telephone and email support for clients within agreed SLAs
• Manage relationships and troubleshooting of internal staff and premium partners where appropriate
• Ensuring personal KPIs are met for productivity and effectiveness
• Ensuring regular feedback is provided to managers in line with procedures
• Provide assistance with project delivery
• Use of ticketing system for support incidents and project deployments
• Documenting and management of knowledgebase articles and processes

Skills:

• Good working experience of supporting windows users (Office 365, Office suite, Azure, Exchange, SharePoint, OneDrive, Teams etc)
• Working experience of working in a similar helpdesk environment
• Knowledge of Microsoft Entra
• Knowledge of Microsoft Business Applications
• Knowledge of Microsoft Azure
• Knowledge of Security Tools and Infrastructure (Microsoft Defender, Intune, etc)

Desirable:

• Microsoft Certifications (MS-102, AZ-104, SC-900, AZ-500) or working towards these

A successful candidate will be keen to adopt new skills both and self-motivated to educate themselves further, and in return will receive structured support towards development (including certifications), career progression and exposure to a vast array of skills and products.