At Cloud Bridge, we transform how businesses use Cloud Services. We specialise in Consultancy, Managed Services, Cloud Governance, FinOps, and AI/ML to unlock the full potential of the Public Cloud.

Recognised as AWS's Rising Star Partner of the Year for 2023 in EMEA and 2022 in the UK&I, we’re expanding globally with new offices in South Africa and Dubai, a strong presence in the Philippines, and our HQ in the UK.

We’ve managed hundreds of cloud migrations, architectural projects, cost optimisations, and support services for a diverse range of customers, from start-ups to public sector organisations.

As an AWS Premium Partner, we enhance IT experiences for clients across various sectors. If you're ready to make a difference and join an exciting journey with Cloud Bridge, we want to hear from you.

We are looking for a motivated and detail-orientated Level 1 Cloud Operations Engineer who is excellent at engaging in a customer-centric model. In this role, you will be responsible for providing Level 1 technical support, troubleshooting cloud-based infrastructure, and ensuring optimal performance and availability of systems hosted on public cloud platforms. You will work closely with internal teams and customers to resolve complex cloud issues and contribute to ongoing improvements in their cloud architecture. You will work as a part of our team of Service Desk Engineers, spreading knowledge and contributing to improving the efficiency of the company, whilst delivering a high level of customer satisfaction.

You will be the first point of contact for clients and internal users requiring support with public cloud environments such as AWS, Microsoft Azure, or GCP. You will log incidents, perform initial triage, and resolve basic cloud-related issues and escalate complex issues to higher support tiers as required.

This position provides an entry point into cloud and IT support roles. Opportunities for advancement include promotion to L2 Cloud Support Engineer, Cloud Systems Administrator, or DevOps roles.

We have established ourselves as a sociable and approachable company whether this is internally or at external / customer events so the ideal candidate should be both technically confident and sociably comfortable in front of people.

Key Responsibilities

• Be part of the Managed Services department helping deliver service excellence to customers and internal teams.

• Serve as the first point of contact for end users seeking technical assistance related to cloud services, via phone, email, or ticketing system.
• Monitor cloud infrastructure alerts and perform initial investigation using standard operating procedures.
• Monitor and manage tickets via the ITSM, ensuring timely response and resolution.
• Perform basic troubleshooting of cloud-based systems (e.g., access issues, connectivity problems, basic service failures).
• Resolve Level 1 incidents such as:
  • Password resets, access issues, and basic IAM permissions.
  • Instance and service status checks, start/stop operations.
  • Public cloud console navigation support.
• Communicate effectively with users to explain solutions and provide guidance.
• Escalate unresolved / complex issues to L2/L3 cloud engineering or vendor support with proper documentation.
• Document troubleshooting steps and resolutions in the ITSM.
• Assist with routine maintenance tasks such as instance restarts, tagging resources, or updating metadata.
• Follow SLAs and ensure timely resolution or escalation of incidents and service requests.
• Maintain knowledge base articles and standard operating procedures as they relate to user issues and troubleshooting steps.
• Participate in shift handovers and team meetings.

• Monitor system performance and availability using cloud native and 3^rd party tools, analyse system logs and identify potential issues or bottlenecks.

• Participate in incident response as needed, and assist incident response, root cause analysis (RCA), and post-mortems.
• Understand technical aspects of the provided service offerings
• Contribute to knowledge base articles, runbooks, and internal documentation for future support efficiency.
• Help implement monitoring, alerting, and automation strategies to improve platform reliability.
• Adhere to Cloud-Bridge’s Policies, Procedures, and Values.

Essential Skills

• 1-2 years experience of working in a cloud-based support role.
• Demonstrable cloud skills and knowledge of cloud platforms.
• Understanding of cloud services and infrastructure components (IAAS/PAAS)
• Technical troubleshooting skills.
• Excellent documentation skills across operational process areas.

• Familiarity with service desk tools (e.g., ServiceNow, Jira Service Desk, Zendesk).
• Understanding of ITIL practices and incident management processes.
• Basic networking knowledge (DNS, DHCP, VPN, firewalls).
• Ability to work in a team and manage multiple tasks simultaneously.

• Strong time and task management with the ability to manage multiple simultaneous tasks
• Strong interpersonal skills with experience in a customer-facing role
• An engaging and 'can do' attitude.
• Willingness to learn on the job.
• Willingness to work shift patterns.
• Willingness to work in Cloud Bridge offices.

Desirables

• Skills or certifications such as ITIL Foundation, or cloud fundamentals (e.g., AWS Certified Cloud Practitioner, Microsoft Azure Fundamentals).
• Experience with remote support tools (e.g., TeamViewer, Microsoft Remote Desktop).
• Familiarity with Active Directory, Office 365 Admin Center, and basic PowerShell scripting.

• Experience working within an IT Services or Managed Services provider

Benefits Overview

• 25 Days Paid Time-off
• Birthday Leave
• Company Bonus Scheme
• Flexible Working
• Early Friday Finish (Monthly)
• Company Laptop and Peripherals
• Company Sabbatical Scheme
• Personalised Training & Development Plan
• Annual Wellness Allowance
• Company Events
• Wellbeing support
• Mental Health Champions
• Calm app subscription