Sales Support Analyst assisting Energy Advisors with administrative tasks for energy company. Handling data organization and communication with clients in a hybrid role.
About the role
- Cloud Support Engineer at ID-ware responsible for cloud and internal IT operational support. Collaborating closely with the Platform team in troubleshooting and system maintenance tasks.
Responsibilities
- Provide first- and second-line support for cloud-hosted platforms, internal systems, and end-user IT services
- Act as an initial point of contact for operational incidents, service requests, and technical issues
- Perform triage, troubleshooting, and initial diagnosis of infrastructure, system, application, and user-related issues
- Escalate third-line issues to the Platform team with clear documentation, impact assessment, and supporting evidence
- Monitor cloud environments and operational tooling to identify issues, failures, capacity concerns, and service degradation
- Support routine cloud operations tasks across AWS and Azure environments
- Assist with user administration tasks including account provisioning, access changes, password resets, and permissions reviews
- Support identity and access-related processes across cloud and internal systems
- Carry out routine operational maintenance activities, including patch coordination, system checks, backup verification, and service health reviews
- Assist with support and troubleshooting of internally developed tools, scripts, and API integrations
- Perform basic script maintenance and operational automation tasks using Python, Node.js, PowerShell, or Bash where appropriate
- Support the investigation of application and API issues, including log analysis, configuration checks, and service validation
- Maintain and update operational documentation, support procedures, runbooks, and knowledge base articles
- Assist with endpoint, server, and general IT administration tasks across Windows and Linux environments
- Support basic network and connectivity troubleshooting where required
- Work with the Platform team to improve support processes, monitoring, operational readiness, automation, and service reliability
- Contribute to incident response, root cause data gathering, and post-incident follow-up actions
- Participate in on-call rotation or out-of-hours support where required
- Travel to client sites in the UK and overseas as required
Requirements
- Good understanding of AWS and/or Azure services and core cloud concepts
- Experience working in a first-line or second-line infrastructure, cloud support, or IT operations role
- Ability to troubleshoot and diagnose technical issues across systems, cloud services, applications, and user environments
- Knowledge of Windows administration
- Good working knowledge of Linux/Unix systems
- Familiarity with identity and access management concepts and administrative processes
- Understanding of cloud security best practices and operational security controls
- Experience with monitoring, alerting, and ticketing systems
- Basic understanding of scripting or development concepts, particularly in support of automation, APIs, and cloud-hosted services
- Familiarity with Python or Node.js for basic support, scripting, or troubleshooting tasks
- Ability to prioritise workload and manage incidents and requests effectively in a structured support environment
- Strong written and verbal communication skills
- Good collaboration skills and the ability to work effectively with both support and engineering teams
- Willingness to hold or undergo UK security clearance
Benefits
- Company bonus scheme
- Hybrid working with monthly team meetups at our London office based on The Strand
- Flexible working hours
- 25 days annual leave excluding bank holidays
- Proactive support for Military Reservists including 2 weeks paid leave
- Competitive pension scheme contributions
- Private health care as a benefit in kind
- Cycle to work and Tech scheme
- Employee death in service insurance
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Tech skills
Location requirements
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