XTN-A61A848 | JUNIOR CLOUD SERVICES ENGINEER

Make your next big career move by applying as KMC Solutions' next JUNIOR CLOUD SERVICES ENGINEER! The Service Desk Engineer is the first point of contact for customers, providing efficient, timely, and well-communicated support for break-fix issues and service requests.

The goal is to resolve issues on the first attempt or escalate them as needed while maintaining ownership and providing regular updates.

This role supports all Bedroq services and assists with IT issues beyond Bedroq’s scope, acting in the customer’s best interest.

The engineer will work directly with clients via remote support (phone/email/messaging) requiring operational experience, independence, and a proactive approach.

Identify and list down job responsibilities that are important and would comprise 80-90 percent of the work that should be done Can be listed in order of process or importance Format: present participle Example: providing layered illustrations for storyboards, CG sequences, UI elements, online web comics, or game assets mocking up in-game screens according to specifications set by the team leads The main responsibilities of a JUNIOR CLOUD SERVICES ENGINEER include: Deal with incoming faults in a professional, courteous manner over the phone and via email.

Take ownership of faults and managing them in a logical and methodical manner.

Correctly logging incidents and faults, categorising and prioritising them in line with team procedures.

Conduct full and thorough diagnostics with end users to enable first point of contact fault resolution.

Ensuring all faults are progressed & cleared within SLA – escalating to other internal and external teams as appropriate.

Manage faults through their entire lifecycle from the first point of contact through to resolution, proactively keeping the customer informed of progress.

Diagnosing and resolving problems to the customers satisfaction.

Maintain and develop own knowledge and skills to assist with first time fault resolution.

Identify and escalate repeat issues or service risks into service management teams.

Sharing knowledge with team colleagues.