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Cloud Services Support Engineer job in Manchester at THG

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Cloud Services Support Engineer at THG

Cloud Services Support Engineer

THG Manchester, Greater Manchester Full Time
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THG is an international technology company and leading online retailer, home to premium brands such as lookfantastic, Myprotein, and ESPA; all of which are powered by our industry-leading and award-winning technology platform, THG Ingenuity.

Tech at THG

Technology is the driving force behind THG, and it starts with our people. We are ambitious with our goals and challenge conventional thinking. THG Technology is different because we support every single person to make massive impact and drive their own work. Our people are always learning, and we work every day to ensure our technology, from our software platforms, to our hosting services, to our M.L capability and beyond, is world class. This enables us to keep powering THG and our partners on a global scale.

What will I be doing?

As an Cloud Services Support Engineer, you will provide world class Support and Managed Service delivery to THG’s Managed Service customers consuming a range of complex hosting solutions, leveraging cutting edge technologies.

You will maintain quality and efficiency standards through best practice service management methodologies and will work closely with our Delivery and Service Management teams to ensure a seamless support experience for our Clients.

You will continually contribute to the maturity of managed services provided to our clients.

Key role activities:

  • Ensuring customer contacts are answered within SLA and Team KPI’s
  • Delivering a world class customer experience
  • Following agreed processes and procedures and contributing to their creation
  • Developing and maintaining department process documents and knowledgebase
  • Working as part of a shift-based rota covering 24/7, 356 days a year
  • Self-developing technical and soft skill
  • Helping to train colleagues and other parts of the business
  • Requirements

    What skills and experience would I need?

  • Excellent customer experience and engagement skills
  • Administration and Configuration of VMware environments and a good understanding of virtualisation concepts and datacentre technologies, including: vCenter, vCloud Director, vSphere & NSX
  • The ability to quickly troubleshoot and diagnose incidents and problems through to resolution in collaboration with other technical practice areas.
  • Ability to plan and implement technical changes through change management processes, limiting any disruption to service.
  • Strong documentation and technical writing skills
  • Firm understanding of networking concepts & topologies
  • Experience creating and managing software defined networks within VMWare
  • The ability to understand customer outcomes and feed into technical designs
  • The ability to assess performance and resilience and to make changes to optimise both from within vSphere
  • A current VMWare certification (VCP)
  • Well-rounded in both Linux and Windows Operating Systems
  • Awareness of SAN based storage platforms
  • Experience using backup technologies (eg.Veeam)
  • Enterprise Monitoring
  • Benefits

    What's in it for me?

  • Competitive salary
  • Build solutions using the latest technology
  • Work alongside genuine industry experts
  • Continuous development through THG Academy, our in-house L&D team
  • Staff discounts on THG brands and Hale Country Club
  • On-site doctor, physio and barber

    Recommended Skills

    Storage (Computing)
    Operating Systems
    Cloud Computing
    Managed Services
    Engagement Skills

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    Job ID: 4635afc959b3