Role overview
We are seeking an experienced and customer-focused Technical Consultant to join our Service Delivery team.
The Technical Consultant operates as a core technical resolver within ProCloud's ITIL-aligned Service Delivery Model, providing second-line support, infrastructure administration, proactive monitoring and technical expertise across our managed services customer base. The role combines operational support, technical troubleshooting, project delivery and continual service improvement.
This role would suit an infrastructure professional who enjoys solving complex technical issues, delivering reliable IT services and supporting enterprise customers across a broad range of technologies.
Main responsibilities
- Provide second-line support for incidents, service requests and escalations from Technical Analysts.
- Troubleshoot, diagnose and resolve issues across server, storage, networking, cloud and virtualisation environments.
- Perform routine operational tasks including backup verification, monitoring reviews, system health checks and infrastructure administration.
- Maintain accurate technical documentation, ticket records and customer environment information.
- Support infrastructure upgrades, service improvements and project deployments.
- Provide professional remote and onsite support to customers where required.
- Contribute to knowledge sharing, continuous improvement and mentoring of Technical Analysts.
Requirements
The successful candidate should have experience across a strong selection of the following:
- Enterprise IT infrastructure, including servers, storage, networking and virtualisation platforms.
- HPE ProLiant servers, HPE SimpliVity, HPE Alletra, Nimble, Primera or similar enterprise platforms.
- VMware vSphere, VMware Cloud Foundation, Hyper-V or Hyperconverged Infrastructure (HCI) environments.
- Microsoft Windows Server, Active Directory, Group Policy and Microsoft 365 technologies.
- HPE Aruba switching, wireless and network management platforms.
- Backup, disaster recovery and infrastructure monitoring solutions.
- Identity, security and access management technologies.
- ITSM platforms such as ServiceDesk Plus and ITIL-aligned service management processes.
The person
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Minimum three to five years' experience in an infrastructure support, technical consultant or systems administration role.
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Strong troubleshooting and analytical skills across multiple technology domains.
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Experience handling incidents and service requests beyond first-line support.
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Strong customer communication and stakeholder management skills.
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Ability to work effectively within structured ITSM processes and service standards.
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Strong documentation, organisational and time-management skills.
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Relevant certifications such as VMware VCP, Microsoft, HPE Aruba, HPE, Fortinet or ITIL certifications would be advantageous.
What ProCloud offers
- Highly competitive salary
- Company pension scheme and bonus scheme
- 22 Days Annual Leave
- Enhanced sick pay scheme
- Funded technical training and professional development
- Support in achieving industry and vendor accreditations
- Clear career progression into Senior Consultant and technical specialist roles
- Collaborative and supportive working environment
- Working Hours - The normal working hours for the position are Monday to Friday: 9.00 am to 5.30 pm