Senior IT Operations Support Analyst Cloud Engineer - Permanent

Job Title:
Senior IT Operations Support Analyst Cloud Engineer

Location: Hybrid working, 1 day per week in Peterborough

Organisation: Our client is seeking a confident and proactive Senior IT Operations Support Analyst Cloud Engineer to join their dynamic IT Operations Team. This role offers an exciting opportunity to provide second-line technical support while collaborating with talented professionals to enhance service delivery.

• Provide second-line IT support, taking ownership of escalated incidents and complex service requests across Microsoft 365, Windows devices, and cloud services.
• Investigate and resolve complex issues, managing communications with users and stakeholders effectively.
• Identify recurring issues, support root cause analysis, and recommend improvements for better user experience.

• Administer Microsoft 365 services, including Teams, SharePoint, and Exchange Online.
• Support endpoint management activities using Microsoft Intune, ensuring compliance and troubleshooting as needed.
• Contribute to cyber security controls, including Multi-Factor Authentication and secure user access.

• Support existing services in Microsoft Azure, performing monitoring, access checks, and service health investigations.
• Assess the migration of on-premises services to Azure, considering operational impact and security.
• Contribute to recommendations for future migrations of services and data to Azure.

• Create and maintain technical documentation, knowledge articles, and standard operating procedures.
• Support service transition activities, ensuring operational support requirements are documented.
• Foster user adoption of approved digital tools and contribute to continuous professional development.

• Proven experience in second-line IT support within a service desk or technical support environment.
• At least one year of experience with Microsoft Azure in an operational support or cloud engineering capacity.
• Strong knowledge of Windows 11 and Microsoft 365 applications, including troubleshooting and support.
• Understanding of endpoint devices, networking concepts (Wi-Fi, VPN, DNS, DHCP), and connectivity troubleshooting.
• Excellent customer service skills with the ability to communicate technical issues clearly to non-technical users.

• Familiarity with Microsoft Intune and endpoint management tools.
• Experience with Microsoft Entra  user access management.
• Involvement in cloud migration discussions or assessments for Azure.
• Awareness of cyber security controls and ITIL-based service management processes.
• Experience using Power Shell or automation tools for IT tasks.

• Completion of, or willingness to pursue, Microsoft certifications such as MS-900, AZ-900, SC-900, AI-900, or MD-102 is a plus.

This is an opportunity to be part of a progressive organisation that values collaboration, professional growth, and technical excellence. If you're passionate about IT operations and cloud engineering, and you thrive in a dynamic environment, we want to hear from you!

Note:
Our client is committed to creating an inclusive environment for all employees. We welcome applications from all qualified individuals.