Overview
Junior Cloud Infrastructure Support Engineer
Junior Cloud Engineer providing 1st and 2nd line cloud support to join an amazing MSP working with end clients supporting cloud platforms such as Microsoft Azure, Amazon Web Services (AWS), or Google Cloud Platform (GCP). Would suit someone from an IT Support, Infrastructure, or cloud-focused role either having done an internships or entry-level role.
Skills include - a foundation in infrastructure - Virtual machines / compute resources, Networking (DNS, VPNs, subnets, firewalls, load balancers), Storage solutions (blob/object storage, file shares), Identity and access management (IAM, Active Directory, Azure AD, etc.)
Responsibilities
You will act as an initial point of contact for cloud-related support requests via phone, email, chat, or ticketing systems. Providing First and Second Line Cloud Support, diagnose and resolve common issues related to cloud infrastructure, services, and connectivity, Incident Management & Escalation, Log, categorize, and prioritize Incidents and Service Requests accurately and escalate complex or unresolved issues to senior engineers or relevant resolver groups while ensuring detailed documentation.
Working in a small, cross functional teams to ensure the reliable and efficient delivery of cloud support services aligned with business needs and service level expectations. Act as an escalation point within the support framework troubleshooting and resolving complex incidents and service requests related to cloud platforms, infrastructure, and services (e.g., IaaS, PaaS, SaaS) to support end users and first-line engineers. The role involves collaborating with internal teams and third-party cloud vendors to ensure timely resolution.
Responsibilities (continued)
* Resolving high-priority incidents within SLA.
* Cloud Service Monitoring
* Monitor the health and performance of cloud services using tools such as CloudWatch, Azure Monitor, or GCP Operations Suite.
* Support regular checks and health assessments of cloud-based resources and report anomalies.
* Documentation and Knowledge Sharing
* Vendor & Third-Party Coordination - liaise with cloud service providers and third-party vendors for technical support when required, Track and follow up on outstanding vendor tickets to ensure timely resolution.
* Experience using ticketing and monitoring systems (e.g., ServiceNow, Jira, Datadog, Azure Monitor, CloudWatch)
* Understanding of ITIL principles and incident management workflows
Working pattern
36 hours per week - on a late and early shift pattern
Logistics
Out-of-Hours Incident Support
Stoke on Trent Office
Permanent, Full Time
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