Description Reports to: Senior Engineer Platform and Support Direct reports: N/A Contract: Permanent, Full-Time Shift pattern: 7-day fortnight (24/7 Operation) 7am to 7pm x 2 7pm to 7am x 2 Location: Work from home with a requirement to be in the office once a month in London. Base Media Cloud is seeking four motivated and customer-focused Media Cloud Support Analyst to join our dedicated team supporting critical cloud media operations. This entry-level role is perfect for an individual passionate about technology and eager to build a career in the rapidly growing field of cloud services for the media, broadcast, publishing, post-production, gaming, and luxury brand industries. You will be the first point of contact for technical support requests, ensuring the smooth operation of services built on platforms like AWS, IBM Cloud, and Google Cloud Platform and playing a key role in our Incident Management process. This position emphasises learning and development, including active participation in documentation upkeep and planned maintenance, offering a clear pathway for career progression towards a Media Cloud Support Engineer role through structured training and hands-on experience. Requirements Job Summary Provide timely and professional 1st line technical support to clients via ticketing system and email addressing issues related to cloud media services. Monitor cloud infrastructure health, performance dashboards, and alerting systems to proactively identify potential issues. Actively participate in the Incident Management process by accurately logging, categorizing, prioritizing, and managing support incidents and service requests according to defined procedures and Service Level Agreements (SLAs). Troubleshoot basic technical issues related to cloud storage (S3), file transfer (Aspera, Signiant etc.), Media Asset Management (MAM), and related SaaS applications, following documented standard operating procedures (SOPs) within defined timeframes. Escalate complex technical issues promptly and clearly to 2nd line support (Media Cloud Support Engineers) or vendor support teams, providing detailed diagnostic information. Participate in incident response activities as required, potentially joining technical bridge calls and contributing to post-incident reviews to help identify root causes and preventative actions. Communicate effectively with clients, providing regular updates on incident status and resolution progress. Assist senior engineers with basic system administration tasks, checks, and support the execution of planned maintenance activities under supervision, adhering to change control processes. Contribute actively to the upkeep of technical documentation, including maintaining and updating internal knowledge base articles, reviewing existing documentation for accuracy, and identifying areas for improvement. Participate actively in the 24/7 shift rota to ensure continuous operational support coverage. Engage fully with company-provided training programs to develop skills in cloud platforms (AWS, IBM Cloud, GCP), media technologies, Incident Management, and support best practices. Collaborate effectively with team members across support, engineering, and customer success departments. Essential Skills & Attributes A strong interest in technology, particularly cloud computing and the media industry. Excellent communication skills, both written and verbal, with a clear and professional manner. Customer service-oriented mindset with patience and empathy. Good analytical and problem-solving abilities. Ability to follow instructions and documented procedures accurately. Detail-oriented approach to logging information and tracking issues. Ability to work effectively both independently and as part of a collaborative team. Reliability and commitment to working a 24/7 shift pattern, including nights, weekends, and holidays. Eagerness and aptitude to learn new technologies and processes quickly. Basic understanding of IT concepts (e.g., operating systems, networking fundamentals) Desirable Skills (Advantageous but not essential) Previous experience in a customer support, helpdesk, or technical support role. Basic familiarity with Linux command line. Awareness of cloud computing concepts (AWS, GCP, Azure, IBM Cloud). Familiarity with ticketing systems (e.g., JIRA Service Desk, Zendesk, ServiceNow). Exposure to or interest in media technologies (file transfer, MAM, transcoding) Understanding of ITIL concepts (Incident Management) is beneficial.