Service Desk Sme

As a world-leading multi-cloud services company and go-to strategic partner for Amazon Web Services, Google Cloud and Microsoft Azure, we’re on a mission to elevate technology and people so they can reach new heights. Empowerment for growth, learning, and success is what we do for our customers and colleagues alike.

As a Cloudreacher you’ll belong to a diverse and dynamic growing global community, playing an integral role in crafting an industry at the forefront of technological transformation - All whilst having plentiful opportunities to progress in your career.

We passionately believe that innovation is something that’s embodied. Our culture is key to who we are and what we can deliver. When we look ahead, we see a bright future filled with potential

What will your role be?

The Associate SecOps Engineer's primary role is to drive our customers’ security posture across Cloud service and infrastructure resources, through the identification, investigation, and mitigation of security events.

Key Responsibilities
- Provide Shift support for SecOps 24x7 support
- Monitoring of security alerts and incidents
- Ensure information is recorded accurately to aid the fast resolution.
- Case Life-cycle - Ensure customer cases are prioritized and resolved within SLA.
- Dispatch tickets to the correct resolver group.
- Resolve issues using documented guidance.
- Maintain knowledge base to increase first-time resolution.
- Security Patching - follow documented procedures
- Customer Satisfaction - Customers' requests are responded to promptly and resolved to satisfaction.
- First Time Resolution - Seek to improve and increase the number of queries resolved on the first contact.
- Ensure Service Level Compliance across operations to help us meet or exceed KPIs.

What are we looking for?
- Knowledge of security best practices, vulnerabilities, and accomplices
- Knowledge of Cloud Services and practices and how computer systems relate in a Cloud world. Experience with Cloud is a plus.
- Operating System - Experience of Operating Systems, both Windows and Linux.
- ITIL minimum - Understand the core principles of Incident, Change, Problem, and Request Fulfilment.
- Collaboration - Actively shares skills and knowledge with peers and builds productive relationships.

Experience Required

Bachelor's degree in a technology discipline with 1-3 years of experience

What We Offer:
Becoming a Cloudreacher gives you much more than a job title. We reward your skills and expertise by delivering value back, through the Cloudy Deal:
- Giving you flexibility: We’re open to you working how you want, where you want. You’ll feel immediately plugged in with a Macbook for the office and beyond, and BYOD allowance to help you stay connected.- Career Development: You'll find constant opportunities to tackle new roles and grow with Cloudreach, as well as training, mentoring, and continuous feedback to boost your expertise and give you career-enhancing skills. Expand your mind through our excellent learning platforms (A Cloud Guru, Udemy, Atos University) as well as access to our Cloud-partner trainings, to become a fully-fledged Cloudreacher before you know it.- High Impact: We want you to make a personal impact: delivering results that help grow the business and make a difference to our customers, your colleagues, and your community. Job happiness at its best.- Culture & Engagement: We have a dynamic and inclusive working environment built for collaboration, flexibility, openness - and fun, with managers and team members who listen, engage, and empower your actions. We focus on being ‘culture add not culture fit’ where everyone can bring their whole authentic selves to work- Recharging your batteries: When you need time to recharge, our uncapped holiday allowance will do the trick. We also help take care of your mind and body through our health and wellness programmes, and sustain you throughout the day from our well-stocked office kitchens.- Connecting you: Whether it’s in our Pets slack channels, on Team socials or as part of a wider Hub event we bring everyone together to bond. Wherever, whenever and however - People are at the heart of everything we do.
- We strive to remove barriers, eliminate discrimination, and ensure equal opportunity through our transparent recruitment process. We are open to all groups of people without regard to age, disability, marital status, gender identity, race, colour, sexual orientation, religion, military status, veteran status, or any other legally protected characteristic._
- _Your dedicated TA Partner will be happy to assist you._