Description:
As a Cloud Technician (Tier 1), you'll be the first point of contact for technical support, helping customers resolve issues, supporting Microsoft cloud technologies, and delivering an excellent service experience.
Key Responsibilities:
- Act as the first point of contact for customer support requests via phone, email, and ticketing systems.
- Troubleshoot and resolve first-line issues across Microsoft 365, Azure, Entra ID, Exchange Online, Teams, endpoints, and related technologies.
- Log, manage, prioritise, and resolve support tickets within agreed SLAs, escalating where appropriate.
- Monitor support queues and alerts, ensuring tickets are categorised and assigned correctly.
- Support minor incident management, maintaining clear communication with customers throughout.
- Identify recurring issues and trends and escalate them for further investigation.
- Maintain accurate documentation, ticket updates, and knowledge base articles.
- Work closely with Technical Team Managers, Team Leaders, and other engineers to deliver outstanding customer service.
- Support key service delivery tools, including ConnectWise, ScreenConnect, Microsoft 365, Azure, Defender, IT Glue, monitoring platforms, and Cisco Meraki.
- Continuously develop your technical skills through training, certifications, and hands-on experience.
You'll play an important role in delivering proactive, customer-focused support while contributing to Atech's culture of collaboration, continuous improvement, and technical excellence.
We want to hear from you if you:
- Have a genuine passion for technology and delivering excellent customer service.
- Are eager to build a career in cloud technologies and managed IT services.
- Have experience supporting Microsoft technologies such as Microsoft 365, Azure, Exchange Online, Teams, or Windows environments.
- Enjoy troubleshooting technical issues and finding solutions in a fast-paced environment.
- Can communicate clearly and professionally with both technical and non-technical users.
- Are organised, proactive, and able to manage multiple priorities effectively.
- Thrive in a collaborative team environment and are willing to learn from others.
- Take ownership of your work and are committed to delivering a high standard of service.
- Have experience working with service desk ticketing systems (desirable).
- Hold, or are working towards, Microsoft certifications (desirable).