At a Glance
- Tasks: Provide Level 1 and Level 2 support in secure cloud environments, ensuring customer satisfaction.
- Company: Join a leading tech firm focused on defence and security solutions.
- Benefits: Remote work with onsite flexibility, competitive salary, and professional growth opportunities.
- Other info: Dynamic role with opportunities for continuous improvement and career advancement.
- Why this job: Be part of a mission-driven team making a real impact in secure technology.
- Qualifications: Experience in technical support and a passion for learning Azure administration.
The predicted salary is between 30000 - 40000 £ per year.
Security Clearance Requirement: Currently have and eligible to maintain an active UK security clearance.
Location: Remote (with 2 days onsite requirement weekly – Gloucestershire Area)
Position Overview
We are seeking a Support Engineer to provide customer-focused Level 1 and Level 2 support across secure, defence-oriented cloud environments. This role is central to the day-to-day operational success of our customer platforms, with a primary focus on responsive support, clear communication, and disciplined execution.
You will support and administer Azure Landing Zone environments, handle incidents and service requests, and become a recognised internal “application champion” for the suite of Commercial-Off-The-Shelf (COTS) platforms we deliver to customers (modern ways of working and CI/CD enablement tooling). By owning the operational delivery and application administration workstream end-to-end, you ensure platform stability, user productivity, and a high-quality customer experience, while enabling the wider team to maintain momentum across the broader programme of delivery and improvement.
This role suits someone who takes pride in operational excellence, enjoys solving customer problems, and is motivated to learn and grow within a security-conscious environment.
Responsibilities
- Provide Level 1 and Level 2 customer support, including triage, troubleshooting, resolution, and escalation with clear handovers where required.
- Act as a frontline point of contact for customer queries and operational issues, maintaining a professional and calm approach under pressure.
- Administer and support Azure Landing Zone environments, including:
- Identity and access administration (RBAC and privileged access workflows where applicable)
- Policy and compliance support (understanding and applying guardrails, reporting, remediation)
- Subscription and resource administration (resource groups, tagging standards, cost controls, hygiene)
- Core networking operations (VNets, NSGs, private connectivity components, routing concepts)
- Monitoring and alert response (alert triage, diagnostics, evidence capture, escalation)
- Become an internal “application champion” for customer-facing enterprise platforms (modern collaboration, productivity, and CI/CD enablement), developing strong capability in platform administration, configuration, and user support.
- Perform routine operational tasks consistently and accurately, including access changes, configuration updates, health checks, and documentation updates.
- Maintain high-quality customer-facing and internal documentation, including runbooks, support procedures, known errors, and troubleshooting guides.
- Support security-first operations by following secure handling practices, working within customer constraints, and maintaining strong awareness of risk and assurance requirements.
- Contribute to continuous improvement by identifying recurring issues, proposing automation opportunities, and improving support workflows.
- Collaborate with distributed teams and customer stakeholders, ensuring expectations, status, and outcomes are communicated clearly.
Required Expertise
- Experience providing Level 1 / Level 2 technical support in a customer-facing environment, with strong ticket discipline and a focus on resolution quality.
- Practical exposure to Microsoft Azure administration (not necessarily design-level architecture), with willingness to learn and develop capability quickly.
- Exposure to Infrastructure as Code (IaC) tools and practices (e.g., Terraform, Bicep, or Pulumi), including the ability to review, run, and apply controlled changes under guidance.
- Solid understanding of general networking fundamentals (IP addressing, DNS, routing concepts, firewalls, troubleshooting approach).
- Strong troubleshooting mindset: ability to gather evidence, form hypotheses, isolate causes, and document outcomes.
- Comfort with scripting and command-line tooling (PowerShell and/or Bash, Ansible), including basic automation for repeatable operational tasks.
- Strong attention to detail and a consistent approach to following procedures, especially in secure or regulated environments.
- Clear written and verbal communication skills, including the ability to produce customer-ready updates and maintain accurate documentation.
- Strong security awareness and judgement when operating in sensitive environments (data handling, least privilege, change control mindset).
- Ability to work independently, manage competing priorities, and remain effective during busy support periods.
Desired Qualifications
- AZ-104
- AZ-900
- SC-900
- ITIL Foundation
Eligibility
You must have the right to work in the United Kingdom. Please note that we do not provide visa sponsorship.
Security Clearance
This position requires the successful candidate to be eligible to obtain and maintain an active UK security clearance.
Support Engineer (UK) - SC Required employer: Atreides
As a Support Engineer with us, you will thrive in a dynamic and supportive work culture that prioritises operational excellence and customer satisfaction. Our remote working model, combined with the opportunity to collaborate onsite in the picturesque Gloucestershire area, fosters a balanced work-life environment while providing ample opportunities for professional growth and skill development in cutting-edge cloud technologies. Join us to be part of a team that values your contributions and encourages continuous improvement in a security-conscious setting.
StudySmarter Expert Advice🤫
We think this is how you could land Support Engineer (UK) - SC Required
✨Tip Number 1
Get your networking game on! Make sure you connect with people in the industry, especially those who work at companies you're interested in. LinkedIn is a great place to start – drop them a message and ask for a chat about their experiences.
✨Tip Number 2
Practice makes perfect! Before any interview, run through common support scenarios and how you'd handle them. This will help you feel more confident and ready to tackle those tricky questions that might come up.
✨Tip Number 3
Show off your skills! If you've worked on any relevant projects or have experience with Azure, make sure to highlight that during interviews. Bring examples of how you've solved problems or improved processes in previous roles.
✨Tip Number 4
Don't forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you're genuinely interested in joining our team!
We think you need these skills to ace Support Engineer (UK) - SC Required
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter to highlight your experience with Level 1 and Level 2 support. We want to see how your skills align with the specific requirements of the Support Engineer role.
Showcase Your Technical Skills:Don’t forget to mention your practical exposure to Microsoft Azure and any experience with Infrastructure as Code tools. We love seeing candidates who are eager to learn and grow in these areas!
Communicate Clearly:Since clear communication is key for this role, ensure your written application is concise and professional. We appreciate candidates who can articulate their thoughts well, especially when it comes to technical topics.
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it’s super easy!
How to prepare for a job interview at Atreides
✨Know Your Stuff
Make sure you brush up on your Level 1 and Level 2 support skills, especially around Azure administration. Familiarise yourself with the specific tools and practices mentioned in the job description, like RBAC and IaC tools. Being able to discuss these confidently will show that you're ready to hit the ground running.
✨Showcase Your Problem-Solving Skills
Prepare examples of how you've tackled customer issues in the past. Think about times when you had to troubleshoot under pressure or resolve a tricky incident. This role is all about operational excellence, so demonstrating your ability to stay calm and effective will really impress them.
✨Communicate Clearly
Since this position involves a lot of customer interaction, practice your communication skills. Be ready to explain technical concepts in simple terms and ensure you can provide clear updates. You might even want to prepare a few customer-ready updates to showcase your writing skills during the interview.
✨Emphasise Your Security Awareness
Given the security clearance requirement, it's crucial to highlight your understanding of secure operations. Be prepared to discuss how you've handled sensitive data in the past and your approach to maintaining compliance and risk management. This will show that you take security seriously, which is key for this role.
