Cloud Support Engineer

Requisition Number: 95469 

CLOUD SUPPORT ENGINEER

ROLE

The EMEA Services Delivery function is responsible for delivering professional and managed services to our clients across a full range of technology and software offerings, delivering a scaled, consistent client experience and methodology through four centres of excellence (COE). The Service Design & Delivery team take the lead on designing client solutions in partnership with our clients before planning and executing the end-to-end engagement. The Engineering team provide innovative migration and implementation activities both automated and scripted, to achieve maximum efficiency, consistency, and performance. The Customer Operations team provide high-quality customer support across the region from multiple delivery centres. The Licence Consulting team provide expertise in optimisation and compliance services to clients on-premise or in the cloud, maintaining cost efficiency and savings. Complementing our COE’s are the Service Delivery Management team. Located in every country, they manage the client experience to ensure a truly client-centric approach across EMEA.

The Engineer resides within the Engineering area of EMEA Managed Services function. The Engineer is responsible for providing expert consultancy and delivery capability to clients, taking ownership for the ongoing maintenance, reliability, and performance of the client’s infrastructure. They support projects through to completion, maintaining industry-leading experience for managed services environments, and pursue new and innovative strategies to resolve client challenges. Engineers are subject matter experts in their relevant practice area(s) and are widely recognised by teammates, vendors, and clients as strategic technology leaders through their application of knowledge and expertise. In addition, through the implementation and innovation of client solutions they deliver outstanding ongoing client satisfaction, and facilitate positive, long-lasting, strategic relationships.

KEY DUTIES AND RESPONSIBILITIES

• End to end support of Cloud/ Azure Infrastructure solutions with support of the Incident Management function
• Provide proactive technical support to clients, taking ownership for the resolution of technical issues
• Act as industry expert within the assigned technology area supporting the Customer Operations Team with incident resolution when required
• To achieve and maintain industry-recognised certifications, as required by the business.
• Develop strong business relationships with clients, to understand their requirements, scope projects and integrate Insight’s services with existing systems to reliably deliver the best-in-class solutions.
• Responsible for supporting the end‐to‐end offering, supporting the circulation of services through the ‘plan, build, manage’ stages of delivery, and ensuring successful transition to the Customer Operations team.
• Act as a point of escalation, utilising the support of other teammates, the wider Insight business, vendors, and partners where appropriate to ensure the swift and accurate resolution of technical issues.
• Accountable for the development of knowledge-based articles, work instructions, and supporting documentation that is used both internally and externally to deliver solutions against the required industry standards.
• Ensure recommendations are well informed and aid clients in the immediate instance.
• Act as industry expert within the assigned technology area.
• To achieve and maintain industry-recognised certifications, as required by the business.

This list is not exhaustive, you will be required to undertake additional responsibilities as reasonably requested by your manager.

ESSENTIAL QUALIFICATIONS, SKILLS, KNOWLEDGE AND EXPERIENCE

• Evidence of continuing professional development
• Demonstrable experience of delivering on-going support and management of services
• Basic understanding of the ITIL Foundation framework
• Experience implementing Modern Infrastructure projects in an enterprise environment.
• Good working knowledge of core public cloud infrastructure components (Azure & AWS).
• Azure support / engineering / implementation experience in following areas:
  • Azure IaaS (Virtual machine creation/cloning, ARM templates, Azure networking, Azure Virtual Desktop)
  • Azure AD/Entra (enterprise apps, conditional access, SSO)
  • Azure PaaS (application gateways, Azure File Shares, Update manager, Log analytics)
• Azure OR AWS engineering / implementation experience (or both)
• Good working knowledge of migrating workloads to the Cloud or within the Cloud.
• Good working knowledge of Linux administration, troubleshooting and configuration (ideally RedHat Enterprise).
• Experie