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Technical Support Specialist (Google Cloud Platform)

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About Ancoris

Ancoris is an award-winning Cloud Services Provider which helps customers innovate and transform through the use of Google Cloud. We have extensive expertise in Google Cloud technologies, and deliver our magic through Data and AI, as well as modernisation of applications and workspaces.

We are on a journey to becoming the most innovative partner in the Google ecosystem, so this is the right time for you to join a smart and friendly team, but with great ambition to succeed. We celebrate diversity, nurture talent from within and do the right thing for our customers. Take a look at our values and come join us.

About the role

Are you passionate about the use of public cloud to address today’s IT infrastructure challenges? Do you want to work with industry leading technology with a top tier Google Cloud partner delivering services to leading edge Enterprises?

We are looking for a technical support specialist to provide advanced technical support, deployment support and consultancy to Ancoris customers. You will specialise in Google Cloud Platform based services and customised managed services developed by our infrastructure organisation, though as part of the overall support team you will develop a working knowledge of our other supported products - primarily Google Workspace and Google Maps.

This is a challenging role that requires excellent technical and customer service aptitude coupled with strong business awareness.

We are looking for someone with at least 2 years experience in supporting cloud technologies like AWS or Azure. We have a long history of using this role to grow skills and expertise in Google technologies, and previous incumbents have moved to a variety of roles in the company including Consultancy, Application Development, Customer Success management and Quality Assessment and Testing. If you are someone who is looking to deepen their expertise and work more closely with Google Cloud and their technologies then this job is for you.

How will you spend your time:

  • Provide excellent technical support to experienced customer system engineers by working to resolve their problems in a timely, professional and effective manner, including both technical problems and requests for consultancy and advice.
  • Answer incoming telephone, voice mail, and email requests for assistance from customers related to customer Google Cloud Platform deployments.
  • Identify opportunities to provide scripted or developed tools to assist in customer deployments and support.
  • Develop and maintain knowledge levels and skills suitable for a fast moving development marketplace.
  • Deliver proactive communication and management of required escalations through Ancoris technical management and vendor level support processes.
  • Occasional out of hours work (on call for urgent issues)
  • Assist in onboarding customers and their Google Cloud Platform projects.

You will be successful in this role if:

  • You've got customer support in your blood, and you love to do that little bit extra to make customers happy.
  • You can tailor your messaging well.
  • You have a passion for working with new cutting edge technologies in Public Cloud.
  • You know the difference between a static IP address and a DHCP reservation.
  • You have a logical and calm attitude, and an excellent knack for troubleshooting.
  • You've been working as a hands-on technical support engineer for a number of years.
  • You are comfortable documenting problems and working with engineering to articulate problem scenarios for reproducing issues.
  • You’re able to think on your feet and provide great customer service and be a reassuring presence to our clients.
  • A can-do, friendly, positive attitude is absolutely essential.
  • Flexible to work as part of a team and independently

You must understand and be able to demonstrate skills in, or show potential to develop, the following:

  • Knowledge of cloud fundamentals, such as Virtual Machines, Databases and Containers and application monitoring.
  • Knowledge of Google Cloud Platform and key concepts.
  • Containerisation concepts (Kubernetes, Docker).
  • Database technologies and concepts (Transactional, Relational, Analytics).
  • Networking concepts (Firewalls, Routing Rules, VPNs, Load Balancers).
  • IAM policies in Google Cloud Platform.
  • Different storage types and why you would use them.

Qualifications:

  • BSc/BA degree or equivalent in Information Systems / Engineering related discipline.
  • Google Associate Cloud Engineer is desirable.

Diversity, equity and inclusion matter

Ancoris is an equal opportunities employer. A successful placement at Ancoris is based entirely on relevant qualifications and experience and on a candidate’s individual merit.

One of our core values is diversity and we actively encourage applications from all walks of life. We have first hand experience that diversity encourages creativity and innovation and makes us better placed to understand a wider range of customers' needs. This means that whatever your background, you won’t find a more welcoming place to work.

We are proud of our cultural diversity - over 20% of employees identify as BAME - and are actively encouraging more women in tech. We have family friendly policies and encourage a work-life balance, including part-time and flexible working options in roles which permit it.

Location

Hybrid working with office based in Bracknell, Berkshire.

 

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