Technical Support Engineer

Job content

About Brightsolid:

Put simply, we help our customers get the right mix of cloud services they need to power their business. Our managed cloud services are unique in Scotland, combining private, public cloud and colocation from our tier 3 aligned data centres in Aberdeen and Dundee along with public cloud services from AWS and Microsoft.

With 25 years of experience, we are a first choice as trusted advisors to help Scotland’s public and private sector take full advantage of the potential and benefits of the cloud. This breadth of solution and level of experience sets us apart from other companies. We put our customers first, always. Our skilled and highly certified team pride ourselves on building strong relationships and getting cloud right for our customers – every time.

Overview:

Brightsolid is a leading Cloud Managed Service Provider, dedicated to empowering businesses in their cloud adoption journey, with a strong focus on Brightsolid Cloud Services, Amazon Web Services and Microsoft Azure.

As a Technical Support Engineer, you are the primary contact for all Brightsolid customers as well as internal users. It is the responsibility of the Service Desk to log and respond to customer calls and emails, investigating and fixing issues and where necessary, escalating to the appropriate team for resolution.

We are committed to providing exceptional support and guidance as our customers navigate the complexities of the cloud. We offer a comprehensive portfolio of cloud solutions, from cloud, connectivity, datacentre services, data management and cybersecurity along with several managed services.

We’re seeking talented individuals to join us in delivering intelligent, targeted interactions that drive success for our cloud-focused clients.

Responsibilities:

• Answering incoming IT questions from clients and staff in person, over the phone or remotely via email and portal
• Performing system installations, upgrades and maintenance procedures to prevent service outages
• Creating FAQ materials and training manuals for end users to easily access
• Keeping service desk records up to date
• Managing support requests and documenting issue severity
• Utilising standard procedures to resolve issues
• Maintaining support tracking systems
• Answering customer calls, emails and tickets coming into the Service Desk based on your understanding of the issue(s)
• Dealing with 1st, 2nd & 3rd line support tickets for customers and internal IT, escalating as appropriate
• Help to maintain and ensure the quality of all documentation and processes relating to the service desk support role including capturing new learning and sharing this knowledge with the team
• Monitoring alerts and escalating as appropriate

Required Skills:

An understanding of cloud technology along with customer-facing experience: prior experience in a customer-facing role, particularly within the cloud or IT industry, is highly valued.

Empathy and customer focus: You are a naturally empathetic individual with a strong desire to help others succeed both outside the business and inside the business.

Cloud Technology Enthusiasm: You have a genuine passion for cloud technology, infrastructure, and an eagerness to support customers being successful in their cloud adoption and business objectives.

Effective Communication: You possess strong presentation skills, enabling you to communicate solution and service-related information effectively. While most customer interactions will be via Microsoft Teams, on occasion some face-to-face interactions will be required on occasion.

Documentation: You are adept at organising and maintaining cloud and customer specific documentation on our knowledge management system, ensuring its relevance and accuracy.

Team Player: You excel at working collaboratively with various internal departments to achieve common goals, particularly within the cloud ecosystem.

IT Experience: You have a good understanding of the following areas; MS Office applications, Azure AD and Exchange administration, Windows and Linux Operating Systems

Desired Skills:

Knowledge of ITSM process and operational tools: Previous experience using ServiceNow, Salesforce, Zabbix, Confluence, Datadog, PowerApps and Power-BI would be a distinct advantage.

Behaviours:

• Able and willing to work to the Brightsolid values.
• You have “whatever it takes” customer advocate mentality, you are willing to go above and beyond to ensure we meet the customers objective.
• Demonstrate strong interpersonal and communication skills while working with a diverse audience including highly technical professionals, developers, product managers and executives.
• Respects the views and actions of others, appropriately challenging as required.
• Develops good working relationships with colleagues.
• Shows commitment to their team, seen as helpful and approachable by colleagues.
• Monitors progress against objectives, taking appropriate action to deliver results.
• Consistently meets deadlines and delivers against commitments.
• Offers constructive ideas to help resolve problems and deliver solutions.
• Seeks guidance to help inform and support decision-making.

At Brightsolid, we’re excited to welcome individuals who share our passion for cloud technology and our commitment to customer success. If you’re ready to embark on a rewarding career journey in customer success, we encourage you to join our team and be a part of our mission to empower businesses in their cloud adoption journey.

This is a full-time, permanent position, working 37.5 hours per week, based at Brightsolid’s Aberdeen Office. We offer a generous package including 34 days holiday, Health Cash Plan, excellent Pension, a competitive salary, and many more staff discounts and benefits.