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What you'll be doing:
At Atech, we're committed to delivering exceptional cloud and managed IT services that help our customers succeed. 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.
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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).
This is an excellent opportunity for someone looking to develop their cloud and IT support career while working with a supportive team and a broad range of modern technologies.
What's in it for me?
Salary is DOE + Benefits:
- Supported training and development to help you be the best you can be (cue superhero music)
- Holiday Trading Scheme - buy or sell part of your annual leave allowance
- Flexible and Hybrid working (work from home, the office, wherever you have internet really)
- Day off on your birthday (to go and do birthday-type things)
- Additional leave for every year’s service (free annual leave)
- Enhanced paternity, maternity and adoption leave
- Flexible Benefits scheme (there a whole list of stuff in here including private healthcare, gym memberships, retail discounts)
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Who you'll be doing it for:
Atech part of the Iomart Group is a highly accredited Microsoft Partner who delivers transformed technology with managed services. Our team of certified Microsoft experts align with your team to deliver an excellent service tailored to your individual needs, 24/7/365.
Our services support 25,000 users globally and proactively monitor 45,000+ devices in key areas:
- Azure infrastructure managed service
- Modern Workplace: Office 365, Microsoft 365, and Azure Virtual Desktop
- Managed Security and SOC with Microsoft Defender, Sentinel
What to do next:
Please click apply if you like the sound of this role. If you do not have an up to date CV or want to have a chat about the role first, please contact us on careers@iomart.com.
We’re an equal opportunities employer and want our vacancies to be available to all, so if you need us to make any reasonable adjustments during the process then just let us know.
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