Technical Support Specialist

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?

Ancoris is an award winning cloud services provider and Google Cloud Premier Partner - we guide our customers on their cloud journey, away from legacy systems to affordable cloud and mobile services

We are looking for a technical support specialist to provide advanced technical support, occasional development support and consultancy to Ancoris customers or prospects. You will specialise in Google Cloud based services and customised products developed by our development organisation.

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 Google Workspace (G Suite) and / or Office 365. 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 as our Technical Support Specialist?

  • Providing excellent technical support to experienced customer system administrators by working to resolve their problems in a timely, professional and effective manner, including both technical problems and requests for consultancy and advice.
  • Answering incoming telephone, voice mail, and email requests for assistance from customers related to software products supplied by Ancoris.
  • Identifying opportunities to provide scripted or developed tools to assist in customer deployments and support.
  • Developing and maintaining knowledge levels and skills suitable for a fast moving development marketplace.
  • Delivering 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)

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 - and know not to use either of those terms when you're talking to a non-technical user.
  • 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 filing bugs 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.

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

  • Knowledge of development environments (Python, Google Apps Script) and scripting techniques in a Cloud environment
  • Knowledge of Google Workspace and Google Cloud Platform
  • Messaging and mail flow concepts such as content filtering
  • LDAP (i.e. Active Directory)
  • SQL
  • Understand the different DNS records types and their purposes
  • Networking concepts (Firewalls, Routing Rules)

 

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