IT Support Engineer
About Us
Cloudsmith is the world’s most powerful artifact management platform. Software organizations of all sizes use Cloudsmith to protect and manage their software supply chain. Running at cloud scale in a multi-tenant software-as-a-service (SaaS) model, Cloudsmith hosts repositories that proxy and cache public open-source software (OSS) indexes, providing a platform that organizations can use to scan artifacts for security vulnerabilities, licensing issues, and malware, as well as implement policies that govern the use of artifacts and act as a dependency firewall. We support over 30 formats, with broad support for languages, containers, and operating system libraries. Cloudsmith is built for the enterprise, supporting modern security protocols and providing advanced features for observability, integration, and orchestration. Customers use Cloudsmith as part of their CI/CD build chain, as well as for developer-native distribution of their own artifacts and binaries to end-customers.
We help our customers manage and secure their software supply chain, and improve their developer experience. We are by developers, for developers. Our culture operates with openness and transparency, driven by our ambition to build a great company. We enjoy working with great people and customers. We learn, support one another, and we’re growing. Now is a great time to join us.
About the Role / What you'll be doing
Cloudsmith is looking for a strong IT Support Engineer to join our team.
We’re looking for a dedicated and passionate IT Support Engineer to join our growing team.
As an IT Support Engineer your role provides technical support to all functions of the company, you will be the central point of contact for IT queries from all staff members. You will strive to set the standard of behaviour for customer engagement, playing a key customer advocacy role, developing and delivering services that support customer needs.
You will act as the customer champions, offering specialist advice and support on IT-related issues while providing customers with the best possible service and conveying a sincere willingness to help.
You'll provide analysis, diagnosis and resolution of your customers’ IT issues; fulfilling customer requests for new IT hardware, software and access.
Reporting to our IT Manager, this role is based within Northern Ireland and will act as the headquarters technical support when required. As the first point of contact for technical queries, you will triage support cases across the internal team and escalate to external vendors where necessary, furthermore you will have exposure to all the projects in technology and will have an opportunity to learn, part-take and add value.
Responsibilities include:
- Balance tickets, emails and self-service tickets from staff.
- Work quickly and effectively together as a team; aim to achieve targets and SLA's.
- Maintain a high degree of integrity and exceptional customer service for all support queries.
- Improve, develop and share your technical knowledge to aid increased fix rate.
- Help and drive the solution of IT technical incidents for a range of devices.
- Diagnosing and solving hardware/software faults.
- Analysing call logs to spot trends and underlying issues.
- Ensure the end point security is installed and kept up to date.
- Undertake user maintenance, reset password, add and remove to user groups etc.
- Provide a troubleshooting resolution capability.
- Manage both internal & external resources as required by your role.
- Act as the all-round point of contact, providing support and escalation where required to all internal teams and delivering solutions to complex technical issues.
- Be available during non-working hours to assist on IT problems as required.
- Proactively detect problems related to Operational Service and conduct diagnostics and provide support to ensure resolution of the problems.
Who Should Apply / What skills & Experience you need
- 2-3+ years in Technical Support role
- Eagerness to learn and be unafraid to admit what you don’t know
- Familiarity with working in a hybrid asynchronous environment and thriving!
- An enthusiastic and effective communicator
- Deeply passionate about your craft: we deeply care that you care
- You must be based in Northern Ireland, with access to transport to a Belfast city centre office address, and have the right to work independently without requiring sponsorship
In short you are:
- Highly skilled
- Creative
- Hands-on
- Adaptable
- Detail-oriented
- Fast
Benefits:
- Competitive Salary and Equity Package
- Comprehensive Health, Dental, and Vision Insurance
- Generous Annual Leave and Flexible Working Policies
- Professional Development Budget for Conferences and Training
- Dynamic, Innovative, and Supportive Work Environment
Health and Wellness
Regardless of your location, we deeply care about the health and wellness of our staff and their families; a sustainable pace is important to us. In addition to generous annual leave (PTO), we offer parental leave and health benefits that can cover you and your dependents up to 100%. We also offer flexible family-friendly working policies.
Personal Growth
You will have an enormous scope to learn new skills alongside your colleagues, and your continued professional development is essential to us because it's important to you. We will support you with budgets for equipment, training, books, conferences, travel, and certifications. The more powerful you become, the better for all of us.
Hybrid Work
Cloudsmith is based in Belfast, and we use out HQ regularly for activities like bi-weekly development review sessions and operations team in-office days. We also hold all-hands offsites in Belfast a few times per year, with guest speakers and team activities. On a day-to-day basis, most Cloudsmithers work remotely, so we really rely on our online collaboration tools!
About Equal Opportunity
We’re an equal opportunities employer who is proud to nurture a workplace that welcomes applications from individuals of all races, genders, and ethnic groups and we do not discriminate on age, religion, sexual orientation, citizenship status, military service, or health conditions. We will not tolerate discrimination of any kind within our workforce.
- Department
- Operations
- Role
- IT Support
- Locations
- Belfast, UK
- Employment type
- Full-time
About Cloudsmith
IT Support Engineer
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