Support Analyst

Join our Technical Services team providing first and second-line support in a fast-paced MSP environment.

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
• 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
• 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

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.

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
• 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

This role provides a clear pathway into more senior technical positions within Elevate Cloud, including:

• Senior Support Analyst
• Technical Engineer
• Cyber Security Specialist
• Technical Account Manager

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.

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