At a Glance
- Tasks: Provide first and second-line technical support in a fast-paced environment.
- Company: Join Elevate Cloud, a leading IT support provider with a collaborative culture.
- Benefits: Structured training, career progression, industry certifications, and a supportive team.
- Other info: Exciting opportunities for growth into senior technical roles.
- Why this job: Develop your tech skills while making a real impact on customer service.
- Qualifications: Strong communication skills and basic IT knowledge required.
The predicted salary is between 31500 - 38500 £ per year.
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, Share Point, and One Drive
- 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 Vo IP and business telephony solutions
- Relevant IT qualifications such as Comp TIA, 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.
#J-18808-Ljbffr
Support Analyst in Chippenham employer: Elevate Cloud
Elevate Cloud is an exceptional employer, offering a supportive and collaborative team culture that fosters professional growth and development. As a Support Analyst, you'll benefit from structured training, exposure to diverse technologies, and clear pathways to advance into senior technical roles, all while working in a fast-paced Managed Service Provider environment that values communication and teamwork.
StudySmarter Expert Advice🤫
We think this is how you could land Support Analyst in Chippenham
✨Join the IT Consultancy Buzz
Get involved in local or virtual IT consultancy meetups and forums. This is where we can rub shoulders with industry professionals, get insights into what Elevate Cloud values, and even spot unadvertised opportunities. Don't miss out on these chances to make a name for ourselves in the IT world!
✨Show Off Your Skills
Create a personal project or case study relevant to the challenges Elevate Cloud might face. Use platforms like GitHub or Medium to share your findings. This not only demonstrates our consulting skills but shows a proactive attitude, making us stand out from the crowd when applying for that full-time gig.
✨Leverage LinkedIn for Connections
Follow and engage with the relevant thought leaders and influencers in IT consultancy on LinkedIn. Share insightful content and join discussions to gain visibility. A well-placed comment or shared article could catch the attention of someone at Elevate Cloud!
✨Direct Apply to Elevate Cloud
Let's not forget to apply directly through the Elevate Cloud website! Tailor your application to showcase our understanding of their consulting style and how we can contribute to their projects. A personalised approach can make a huge difference in landing that full-time position!
We think you need these skills to ace Support Analyst in Chippenham
Some tips for your application 🫡
Showcase Your Problem-Solving Skills:In IT consulting, it's all about problem-solving, so make sure your CV highlights your analytical skills and any relevant projects you've tackled. Mention specific technologies or methodologies you've used to resolve issues or improve processes; this shows you can think critically and deliver results, which is vital for us at Elevate Cloud.
Highlight Relevant Certifications:Certifications like ITIL, PMP, or even specific tech stack qualifications can really make you stand out. Make sure to include these in your CV, as they not only demonstrate your expertise but also your commitment to staying current in the field. We love seeing candidates who are proactive about their professional development!
Tailor Your Cover Letter:Your cover letter is your chance to connect personally with us at Elevate Cloud. Share stories about your experiences in IT consulting, and how they shaped your desire to join our team. Mention why you’re excited about this particular role, and how you see yourself contributing to our projects.
Keep It Clear and Concise:We're all busy, so make sure your application is easy to read. Use bullet points for key achievements, and don’t overload us with jargon. A clean, professional layout goes a long way. Remember, the clearer your application, the more likely we are to invite you in for an interview!
How to prepare for a job interview at Elevate Cloud
✨Brush Up on Your Technical Skills
For an IT consulting role, be ready to demonstrate your technical prowess. You might face questions on systems integration, cloud technologies, or even troubleshooting specific software. If you have experience with tools like AWS, Azure, or even specific programming languages, make sure you can talk about them fluently.
✨Showcase Your Problem-Solving Approach
IT consulting is all about solving problems for clients. Think about how you can illustrate your approach to a past challenge using the STAR method (Situation, Task, Action, Result). It's a great way to show how you tackle complex issues and come up with effective solutions.
✨Know the Business Impact of IT Solutions
When discussing your experiences, focus not just on the tech solutions you implemented, but also on their business impact. Employers want to see that you can connect IT with organisational goals. Prep examples that highlight how your tech contributions improved efficiency or reduced costs for past clients or projects.
✨Prepare for Behavioural Questions
Since IT consulting often involves teamwork and client interactions, expect behavioural questions that assess your interpersonal skills. Be prepared with examples that demonstrate your adaptability, communication skills, and how you handle client feedback. Before the interview, think of situations where you worked closely with clients to create effective IT strategies or changes.
