Cloud Support Engineer

Fuse IT Recruitment – Hamilton, North Island

This position is primarily a role responsible for supporting people with their use of technology. You will need a particular focus on customer service, an ability to think fast, and good communication skills. In this role you will often be dealing with customers based in a medical environment and resolution times need to be in a timely manner to reflect this as it could affect various critical health services. This role is the first point of contact for end-users seeking technical assistance and support for IT-related issues. This role involves providing timely and efficient resolution to basic technical problems and escalating more complex issues to higher-level support teams when necessary. The Cloud Support Engineer will also be responsible for documenting support requests, troubleshooting steps, and resolutions, as well as maintaining a positive customer service experience throughout the support process.

Responsibilities

• Serve as the initial point of contact for end-users seeking technical assistance via phone, email, or ticketing system.
• Provide timely and effective resolution to basic technical issues, including password resets, software installations, printer setups, and network connectivity problems.
• Identify and escalation complex or unresolved issues to Senior engineers, following established escalation procedures.
• Document all support interactions, including issue details, troubleshooting steps, and resolutions, accurately and thoroughly in the ticketing system.
• Maintain ownership of support requests throughout the resolution process, ensuring timely updates and follow-ups with end-users.
• Assist with the setup, configuration, and deployment of desktops, laptops, mobile devices, and peripherals.
• Educate end-users on basic IT concepts, such as password management, email setup, and software usage, to enhance self-service capabilities and reduce recurring issues.

Requirements

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