Cloud Support Engineer

Hybrid working with monthly team meetups at our London office based on The Strand. 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.

The Cloud Support Engineer is responsible for supporting the day-to-day operation of the company’s and client systems across cloud and internal IT environments. This role focuses on first- and second-line operational support, including incident triage, service request fulfilment, routine maintenance, monitoring, access management, and general IT administration. Working closely with the Platform team, the Cloud Support Engineer will act as an initial point of contact for operational issues, helping to identify, troubleshoot, and resolve problems where possible, and ensuring that more complex third-line issues are clearly documented and handed over to the Platform team for further investigation and resolution. The role also benefits from a practical understanding of scripting, application support, and development concepts, particularly where cloud-hosted services, APIs, automation tasks, and operational tooling are concerned. The ideal candidate will have a solid grounding in AWS and/or Azure, good general IT support experience, and a practical, hands-on approach to problem-solving. Experience in a sensitive environment and a willingness to undergo, or already hold, UK security clearance is desirable.

Key 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.

Qualifications

• 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.

Education and Experience

• Degree in Computer Science, Information Technology, or equivalent practical experience.
• 2+ years of experience in a cloud support, IT operations, service desk, infrastructure support, or technical support role.
• Relevant cloud or technical certifications are a plus, such as AWS Cloud Practitioner, AWS Solutions Architect Associate, or Microsoft Azure Administrator.

Desirable Skills

• Exposure to Terraform or other infrastructure-as-code tooling.
• Familiarity with SQL Server administration or basic SQL querying.
• Experience supporting API-based services or web applications.
• Basic scripting or development experience in Python, Node.js, PowerShell, or Bash.
• Understanding of REST APIs, JSON, and common integration troubleshooting techniques.
• Familiarity with source control tools such as Git.
• Exposure to development workflows, release processes, or CI/CD pipelines.
• Familiarity with Microsoft 365 administration and general SaaS support.
• Experience working within ITIL-aligned support processes.
• Exposure to endpoint management, asset management, or device support processes.

This job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities required for this role.

Hiring Process

The hiring process for this role is 2-3 stages. First stage is an interview with a member of the HR department and the Platform Engineer. Second stage is a technical interview with the Head of Platforms and Senior Platform Engineer. Potential final stage in person interview at our office in London.

At ID-ware, we have been successfully developing software solutions for Physical Identity and Access Management (PIAM) for 20 years. With our software solution, we protect all the valuable elements that make up a company: the products, the ideas, the infrastructure, and above all, the people who work there. And we are particularly proud of that. This is achieved through the successful and appreciative collaboration of our diverse team, which tackles everyday challenges with a lot of passion, new ideas, individual responsibility, and a lot of fun. We would be delighted if we could also inspire you to join our team.