Elevate Cloud are on a mission to help businesses across the South West grow and thrive through smarter use of technology. We provide expert consultancy, implementation, and ongoing support across IT, Telephony, Microsoft 365, and Internet Connectivity – ensuring technology becomes a driver of growth, efficiency, and collaboration, not a challenge to overcome. By making IT simple, reliable, and future-ready, we enable organisations to focus on what they do best while staying ahead in a digital-first world.
We’re expanding our Technical Team and looking for a confident and motivated Support Analyst to join our growing team in Chippenham.
The Role:
As a Technical Support Analyst, you’ll be the first point of contact for our clients when they need IT assistance. Your role will focus on providing first-line support, troubleshooting technical issues, and ensuring that problems are resolved quickly and effectively. Where needed, you’ll escalate more complex cases to senior engineers or the Technical Director.
This is a key role in delivering outstanding customer service – ideal for someone who enjoys solving problems, working with technology, and supporting people every day.
Key Responsibilities
* Act as the first point of contact for incoming support requests via phone, email, and ticketing system.
* Diagnose and resolve a wide range of IT issues, including hardware, software, and network problems.
* Log, track, and manage support tickets using our service desk system.
* Escalate issues to senior engineers or the Technical Director where appropriate.
* Provide clear communication and updates to clients throughout the support process.
* Assist with monitoring and reporting on client systems using our device management tools.
* Contribute to knowledge sharing and documentation to improve support efficiency.
What We’re Looking For
* Excellent communication and customer service skills.
* Strong problem-solving ability with a methodical approach.
* Good understanding of Microsoft Windows, Office 365, and basic networking.
* Ability to manage multiple tasks and prioritise effectively.
* A team player who is proactive, resilient, and eager to learn.
* Previous IT support experience is desirable, but not essential – full training will be provided.
Why Join Elevate Cloud?
* Career growth – opportunities to progress within a rapidly expanding tech business.
* Supportive team culture – work alongside experienced engineers and technical specialists.
* Modern office environment – based at our Chippenham HQ with great facilities.
* Fantastic benefits – company events and socials, wellness and mental health support, generous holiday allowance, free onsite parking, and ongoing training and certifications.
If you’re enthusiastic about technology, enjoy helping people, and want to grow your career in IT support, we’d love to hear from you.
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