Cloud Infrastructure Support Engineer

📋 Description

• Act as the initial point of contact for all incoming customer queries via ticketing systems, chat
• Assess incoming incidents to determine severity, impact, and urgency. Correctly categorise
• Perform first-level diagnostics using runbooks, monitoring tools, and standard procedures to
• Ensure all incidents are thoroughly documented, including symptoms, customer impact
• Escalate unresolved or complex incidents to L2/L3 support teams in a timely manner, providing clear
• Maintain clear, professional, and empathetic communication with customers throughout the incident

🎯 Requirements

• Degree in Computer Science or a related STEM subject, or equivalent practical experience
• 1–3+ years of experience in a customer-facing technical support or service desk role
• Basic knowledge of Linux operating systems and command-line tools
• Familiarity with cloud or datacenter environments is an advantage, but not required
• Understanding of IT service management concepts (e.g. ticketing systems, SLAs, incident management)
• Strong communication skills with the ability to explain technical issues clearly to non-expert users

🎁 Benefits

• 25 days of annual leave
• A culture that emphasises results over hierarchy, process & ego
• Open communication, regular feedback
• Learning Time: dedicated time for new skills, projects or interests
• Health & Wellbeing: private medical insurance via Bupa
• Cycle to Work Scheme