Cloudclevr

Location: Ombersley

About the Role:

The Technical Account Manager is responsible for managing Small and Medium-size Enterprise (SME) accounts.

Acting as a key point of contact for our SME clients and a team of Technical Account Managers, ensuring they receive exceptional service and support for all of their IT and infrastructure services.

Technical expertise combined with strong communication and relationship-building skills will be essential for the Technical Manager to help our clients leverage technology to enhance their business operations.

Key Responsibilities:

Technical Account Management

Serve as the primary liaison between CloudClevr and our clients
Foster strong and trusted relationships with key stakeholders
Understand our clients’ business needs, challenges and objectives

Microsoft 365 Expertise:

Possess an in-depth understanding of Microsoft 365 services including:
Microsoft Office Suite
Microsoft Teams
SharePoint
Exchange
OneDrive
Other cloud-based solutions

Consultation and Support:

Provide expert guidance to clients on the optimal use of Microsoft 365 services
Help clients to drive efficiency, productivity and collaboration within their organisations

Technical Issue Resolution:

Proactively identify and address technical issues and challenges faced by our clients related to their IT infrastructure
Collaborate with our technical teams to ensure swift and effective resolution

Onboarding and Training:

Lead the onboarding process for new clients, ensuring a smooth transition
Conduct training sessions to familiarise users with Microsoft 365 tools and features

Account Growth and Upselling:

Collaborate with the sales team to identify opportunities for upselling and expanding our IT Managed Services within existing accounts

Performance Reporting:

Prepare regular reports on the performance and usage of Microsoft 365 services for assigned accounts, highlighting key insights and recommendations

Stay Informed on IT Trends:

Keep abreast of industry trends, updates and best practices related to Microsoft 365 and other relevant technologies
Provide informed recommendations to our clients

Information Security:

Adherence to all Group Information Security policies and procedures in all aspects of your job role, with emphasis on confidentiality, integrity and availability of information assets.

Health & Safety:

Have a duty to take care of your own health and safety and that of others who may be affected by your actions at work

Key Skills/Experience:

Proven experience in technical account management, customer relationship management or a similar client-facing role within the IT services industry
Demonstrate expertise in Microsoft 365 service and related cloud-based solutions. Familiarity with other managed IT services and technologies is a plus
Strong verbal and written communication skills, with the ability to articulate technical concepts to non-technical stakeholders effectively
Analytical mindset with a proactive approach to problem-solving and issue resolution
Customer focus with a passion for delivering exceptional customer service and ensuring client satisfaction at all times

Look right? email your CV to careers@cloudclevr.com

Location: Ombersley/Richmond

About the Role:

The 3rd Line Helpdesk Support Engineer’s role is to provide technical support to external customers, assisting them with hardware and software queries via phone, email, tickets and onsite. The 3rd Line Engineer forms a dynamic part of the ITMS Helpdesk Support team and provides technical leadership within the business.

Main Responsibilities:

Configuration, deployment and management of managed infrastructure
Technical installation, testing and support of infrastructure solutions
Producing documentation, reports and diagrams of customer environments
Identifying solutions for customers’ needs
Occasional support and assistance for the CloudClevr operational company helpdesks may be needed

Information Security:

Adherence to all Group Information Security policies and procedures in all aspects of your job role, with emphasis on confidentiality, integrity and availability of information assets.

Health & Safety:

Have a duty to take care of your own health and safety and that of others who may be affected by your actions at work

Key Skills/Experience:

Relevant 2nd/3rd Line Helpdesk support experience
Excellent telephone manner and face to face communication skills
Excellent customer service skills, including written and verbal communication skills
Proven experience in a networking/IT environment
Ability to work alone and within a team environment
Pride in themselves and their work
Highly organised with ability to work under pressure to meet strict deadlines and SLA’s
Analytical and detail conscious

Certified or working towards certifications:
MD-102
MS-102
AZ-104
AZ-140
AZ-700

Look right? Email your CV to careers@cloudclevr.com