| cloud support engineer


Company Introduction

Illapa Cloud is a fast-growing pre-IPO Cloud Solutions provider, delivering a state of the art cloud management platform along with the ability to provide end customers with a hyperscaled environment to match public cloud look and feel.

Our customers range from IT resellers, systems integrators, managed service providers and across the full breadth of small and medium enterprises.

The right candidates can expect a competitive package and a friendly but professional environment within which they can develop personally and professionally.

Base

This role is office based in Bracknell and with likely travel to customer locations predominantly based in London and M4 corridor. Candidates would ideally be able to commute to either office or to customers with ease.

Role Purpose Summary

Support engineers work with partners, customers or within the illapa cloud services business across the technology portfolio supporting and implementing services.

Main Responsibilities

  • Deliver high quality support to end customers and to agreed Key Performance Indicators (KPI) to meet (and exceed) client expectations
  • Incident logging and updating of knowledge base
  • Support testing activities for the ongoing development and improvement of our cloud management platform
  • Create, test and own application packages designed to be delivered through the illapa cloud platform
  • Work with other members of the team within the illapa service team to enable swift adoption of the illapa cloud service and remedy any customer technical problems
  • Travel to customer sites as and when required
  • Develop key relationships with End-User customers, VAR’s and MSP’s alike
  • Take a personal interest to help support, grow and develop the businesses
  • Dynamic approach to work and technology

Personal Attributes

  • Must have the customer at the heart of every engagement
  • Proactive in supporting customer incidents
  • Must be willing to travel to HQ and client sites across the UK when required
  • Must be willing to stay away from home when required
  • Excellent written and verbal communication skills (Documentation and over the phone)
  • Willingness to learn and adapt to new technologies
  • Ability to work under pressure and to strict deadlines/SLA’s
  • Self-motivator with a positive working attitude and an excellent work ethic
  • Ability to work in a team and be a trusted advisor within the team

Skills & Experience

Essential
  • Good working knowledge of the following areas
    • Solid operating system knowledge Windows / Linux
    • Network routing, switching and VPN’s
    • Image creation and application packaging
    • VMware/Hyper-V
  • Ability to capture customer challenges and develop a plan to resolve
  • Ability to produce technical documentation
  • Ability to manage calls/webinars with customers
  • At least 3 years’ experience working in enterprise environments in support/engineering
  • Excellent communication skills both over the phone and written
  • Highly self-motivated
  • Capable of managing themselves
  • Flexible working attitude
  • Strong attention to detail
  • Keenness to learn new technologies

Desirable

  • Familiar with containerization solutions like Docker, Kubernetes and Openshift
  • Extensive knowledge of application packaging with packaging tools and related installation formats, such as MSI, Installshield, Wise installer and .OVA creation
  • Desktop and infrastructure security familiarity
  • Virtualisation applications - VMware, Hyper-V, Openstack
  • VDI environments – Citrix XenApp, XenDesktop and KVM based hypervisors
  • Public cloud implementations – AWS, Azure, GCP and Alibaba
  • Scripted / automated system deployment (VBScript, Powershell, WMI objects)
  • Use of an API environment

Qualifications

Essential
  • Engineering or IT based degree

Desirable

  • MCP Desktop & or Private\Public Cloud
  • Vendor certification in some of following technology preferred
    • AWS / Azure / GCP
    • Citrix
    • VMware/Hyper-V
    • Cisco

Can you add value to an ambitious, future-focused tech company?

We want to hear from you.

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