Elevate Cloud is a leading provider of IT Support, Cyber Security, Microsoft 365, Cloud Solutions, Connectivity, and Business Telephony services. We support businesses across the UK by delivering reliable, proactive, and customer-focused technology solutions.
As part of our continued growth, we are looking for a Support Analyst to join our Technical Services team. This role offers an excellent opportunity to develop your technical skills while working alongside experienced engineers in a fast-paced Managed Service Provider (MSP) environment.
The Role
The Support Analyst will be responsible for providing first and second-line technical support to our customers, ensuring incidents and service requests are resolved efficiently and professionally.
You will act as a key point of contact for customers, troubleshooting technical issues, supporting cloud services, and helping maintain the high levels of customer service that Elevate Cloud is known for.
What You'll Be Doing
Technical Support
- Provide first and second-line support for customer IT systems and services
- Diagnose and resolve hardware, software, network, and connectivity issues
- Log, manage, and update support tickets through the service desk platform
- Escalate complex issues to senior engineers when required
- Ensure all support requests are handled within agreed service levels
Microsoft 365 & Cloud Support
- Support Microsoft 365 environments including Exchange Online, Teams, SharePoint, and OneDrive
- Assist with user account administration, password resets, and permissions management
- Support cloud-based services and solutions delivered by Elevate Cloud
Endpoint & Infrastructure Support
- Configure and deploy laptops, desktops, mobile devices, and peripherals
- Support Windows operating systems and common business applications
- Assist with network troubleshooting including Wi-Fi, switches, firewalls, and internet connectivity
- Perform routine maintenance and monitoring tasks
Customer Service
- Deliver excellent customer service via phone, email, and remote support tools
- Communicate technical information clearly to non-technical users
- Keep customers informed throughout the lifecycle of support requests
- Build strong relationships with customers and act as a trusted point of contact
Documentation & Processes
- Create and maintain accurate technical documentation
- Update internal knowledge base articles and support procedures
- Ensure all work is documented thoroughly within the service desk system
Salary
Competitive, based on experience
Job Type
Full-time
Experience Level
Junior to Mid-Level (1-3 years)
Location
Chippenham, Wiltshire
Department
Technical Services
Reports To
Technical Director
Why work for us?
I joined as a 1st line engineer and was immediately struck by how down-to-earth everyone is. There's no ego, just people who care about doing good work. The support from colleagues has been brilliant, and I've learned more here in a year than I did in three at my last job. It's refreshing to work somewhere that values clear communication.
Jamie Forbes
1st Line Support Engineer
What We're Looking For
Essential Skills and Experience
- Strong customer service and communication skills
- Good troubleshooting and problem-solving abilities
- Basic understanding of Windows operating systems and Microsoft 365
- Understanding of networking fundamentals (DNS, DHCP, TCP/IP, Wi-Fi)
- Ability to prioritise workloads and manage multiple tasks
- A positive attitude and willingness to learn
Desirable (But Not Essential)
- Experience working within an IT Support or MSP environment
- Knowledge of Microsoft 365 administration
- Experience with remote monitoring and management (RMM) tools
- Familiarity with Cyber Security best practices
- Understanding of VoIP and business telephony solutions
- Relevant IT qualifications such as CompTIA, Microsoft Fundamentals, or equivalent
What We Offer
- Structured training and career progression opportunities
- Exposure to a wide range of technologies and business environments
- Industry certifications and professional development support
- Supportive and collaborative team culture
- Company pension scheme
- On-site parking
- Regular team events and company activities
- Opportunity to work with a growing and ambitious MSP
Career Progression
This role provides a clear pathway into more senior technical positions within Elevate Cloud, including:
- Senior Support Analyst
- Technical Engineer
- Infrastructure Engineer
- Cloud Engineer
- Cyber Security Specialist
- Technical Account Manager
Equal Opportunities
Elevate Cloud is an equal opportunities employer. We welcome applications from all qualified candidates regardless of age, disability, gender, gender identity or expression, race, religion or belief, sexual orientation, or any other protected characteristic.
Back to Careers
How to Apply
If you are passionate about technology, enjoy solving problems, and want to build a successful career in IT, we'd love to hear from you. To apply, please send:
- Your CV
- A brief cover letter explaining why you'd like to join Elevate Cloud
Email all applications to hello@elevate-cloud.co.uk
We review applications on a rolling basis, so don't delay—apply today!