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Harrison was extremely helpful in finding me the role that I was looking for. I felt that he really took on board my specific requirements and fully understood the type of role that I wanted. Not only on a technical level, but a personal one as well. He kept in constant touch and only presented me with roles that were specifically matched to my requirements. He ensured that I had all the necessary information that I needed and gave me a full understanding of the role before interview. The after interview process was also excellent and made sure that I got feedback as well as listening to my views. He made the process of finding the right opportunity for me very easy. I would not hesitate to recommend Harrison to any developer considering a career move.

Senior Engineer

£30k - 33k per year + Company Car
Cloud Technology
Job Type:
Post Date:
21-10-2020 11:48 AM
Ref #:

Senior Support Technician



£33,000 per annum DOE Ipswich, Suffolk


CloudScope are working with a local MSP in Ipswich who are looking to add to their ever-growing support team. They are looking for a senior support technician. This is a great opportunity for a techincal indiducel to take the next step in thier career. As a senior support technician you will play a vital part in how the support team works and progresses. 


Technical Support:

  • Provide direct IT support to customers in-line with the agreed SLA's.
  • Ensure all support issues are logged and followed-up in a timely manner.
  • Ensuring all calls are processed in a timely fashion.
  • Creating and up-dating support team documentation and writing technical reports.
  • Taking responsibility for resolving escalated support calls via. helpdesk.
  • Analyse corrective actions to review helpdesk performance and resource utilisation.
  • Attend meetings to progress Sales Orders, Technical Issues and Projects.
  • Project Management of equipment installations and upgrades.
  • Updating systems and shared documentation processes.
  • Assisting with management and mentoring of more junior engineers.
  • Attending customer sites to investigate and fix support issues.
  • Taking a lead on projects and installations such as server installations on-site.
  • Weekly Technical Team Meeting prioritisation and coordinate resource planning
  • Conduct effective and efficient housekeeping activities on the customer's site.
  • Building strong relationships with customers and ensure effective communicate at all levels.
  • Personal development of self and team members.
  • Effective team worker who is flexible and consistent in engineering approach and professionalism.

Project Support:

  • Take a proactive role ensuring all projects are run smoothly, on time and within agreed budget.
  • Provide mentoring and direct support to the technical team.
  • Provide remote support to the technical team on installation jobs.
  • Resolve escalated customer support calls, in a timely manner.
  • Effective Communication to keep others up-dated on project progress.
  • Lead technical team meetings and provide technical reports and project plans.
  • Resource projects and report progress at team meetings.
  • Lead technical projects with the Sales/Account Manager
  • Provide technical team status up-dates to the management team.

Sales Orders:

  • Liaise with the Sales Team to ensure installation dates are agreed with customers
  • Planning and project managing installations.
  • Assisting Sales team with design and specification of solutions for proposals and quotes.
  • Researching and suggesting new technologies and innovations.
  • Assisting with improvements to the businesses systems and processes.
  • Proactively identify sales opportunities with both new and existing customers.

Workshop Duties:

  • Support the technical team to ensure the workshop runs efficiently.
  • Create and maintain technical documentation on job sheets.
  • Follow all procedures for workshop jobs and sign off completed tasks.
  • Write all jobs on the notice board provided.
  • Keep documentation with all machines on the bench.
  • Make sure all documentation is up-dated and is accurate (so anyone can continue with WS jobs).
  • Ensure delivery note is attached to finished machines.
  • Suggests areas for improvement for internal processes along with possible solutions.
  • Escalate issues for a timely review and action plan to fix and close-out.


  • A great attitude with persistence and a positive attitude.
  • An approachable, friendly manor with good communication skills.
  • Proven track record of IT with a minimum of 5 years' experience working in an IT role.
  • A genuine concern for quality, striving to do an excellent job and managing own performance.
  • Taking pride in own work and have a real concern for delivering quality.
  • As a more senior member of the Technical Team you will need to be a positive role model to more junior members of the team, this will include helping them with technical issues, providing training and also encouraging professionalism and hard work.
  • Take the initiative to influence others and demonstrate a commercial awareness to recommend additional services to customers to ensure they are aware of Agile-TS portfolio of services.

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