Cloud Analyst - L1 Supprt

CyberCX; Canberra; On-site; AUD 80,000 - 110,000; Full time

Benefits offered by this job

Leave and holidays benefits

Health and wellbeing benefits

Career development opportunities

Job summary

CyberCX in Canberra is looking for a Cloud Analyst to be at the heart of our cloud operations, handling hands-on tasks like managing support tickets, incident resolution, and root-cause analysis to keep systems running smoothly.

You will collaborate on cloud initiatives, automation projects, knowledge-base improvements, and service enhancements, while building strong relationships with customers and internal teams.

Qualifications

• Microsoft Azure and Microsoft 365 provisioning, management, and optimization.
• At least 1 year experience delivering help desk within a Managed Services framework.
• Understanding of cloud security principles including IAM, encryption, firewalls, and multi-cloud environments.
• Understanding of Desktop environments (including VDI solutions) and related technologies such as Citrix, Windows, Office 365, Active Directory/Entra and networking.
• Excellent analytical and troubleshooting skills with the ability to communicate complex technical concepts clearly.

Responsibilities

• Provide L1 help desk and support for End User Computing and Microsoft Azure cloud infrastructure ensuring secure, scalable, and reliable operations.
• Manage Level 1 and Level 2 support, including incident resolution and service requests, triage and preventive measures to minimise incidents.
• Monitor cloud environments for performance, security, and availability; maintain cloud security best practices and identify cost-saving opportunities.
• Engage with customers to understand their needs and align cloud support solutions accordingly; provide proactive communication and high-quality support.
• Participate in on‑call roster as per CyberCX policies.

Skills

Azure

Microsoft 365

Help desk

IAM

VDI

Citrix

Active Directory/Entra

Networking

Troubleshooting

Job description

We protect and defend our customers and communities by providing the most comprehensive range of cyber security professional services in the region.

With more than 1,400 team members across Australia, New Zealand, the UK and US, we are a leading force in cyber security, offering services from strategy, GRC, managed security services, cloud security, digital forensics and cyber education.

If you’re ready to work with teammates that get you, a leader that supports you and customers that need you, then you’re ready for CyberCX.

How you will make an impact

As a Cloud Analyst, you'll be at the heart of exciting cloud technology, tackling hands‑on challenges like managing support tickets, resolving incidents, and digging deep into root cause analysis to keep systems running smoothly. You'll actively contribute to a seamless service experience while building strong customer relationships by delivering tailored tech solutions that make a real impact.

Beyond the day-to-day, you’ll have the opportunity to dive into awesome cloud initiatives, such as automation projects, enhancing the knowledge base, and driving service improvements.

This role is perfect for someone keen to make their mark in the dynamic world of cloud technology, with the chance to learn, grow, and optimise cutting edge systems while delivering high-quality solutions.

Day to day you will:

• Provide L1 help desk and support for End User Computing and Microsoft Azure cloud infrastructure ensuring secure, scalable, and reliable operations.
• Manage Level 1 and Level 2 support, including incident resolution and service requests, help perform triage and implement preventive measures to minimise incidents.
• Assist in the monitoring of cloud environments for performance, security, and availability. Maintain cloud security best practices to ensure compliance with industry standards. Identify cost‑saving opportunities and optimise cloud performance.
• Engage with customers to understand their needs and align cloud support solutions accordingly. Provide proactive communication and high-quality support to strengthen customer relationships.
• Participate in working as part of an on–call roster in accordance with CyberCX’s Payroll and Overtime policies

Skills & Qualifications

• Relevant certification in, or proven hands‑on experience with Microsoft Azure and Microsoft 365, including provisioning, managing, and optimizing cloud resources across these environments.
• At least 1 year experience in delivering help desk within a Managed Services framework, including service monitoring, incident management, and ensuring adherence to SLAs.
• Understanding of cloud security principles, including identity and access management (IAM), encryption, firewalls, and security best practices for multi‑cloud environments.
• Understanding of Desktop environments (including VDI solutions) and associated technologies such as Citrix, Microsoft Windows, Office 365, Active Directory/Entra and networking.
• Excellent analytical and troubleshooting skills, with the ability to communicate complex technical concepts clearly to customers and internal teams.

Please note that due to the nature of this role, it is a mandatory requirement that all applicants are Australian citizens with the ability to hold an Australian Security Clearance.

Great advantages for great people

A salary package that recognises your experience plus a range of advantages

• Generous leave benefits, including standard entitlements, extra paid leave options, birthday leave, and the ability to purchase additional leave.
• Health, wellbeing, and lifestyle benefits, including EAP access, mental wellness support, and discounts on insurance, gyms, and everyday expenses.
• Strong career development and employee recognition through training, industry memberships, interest groups, and reward programs.

Be yourself. We embrace diverse perspectives, experiences, and backgrounds. Please let us know if you require support or adjustments to assist with your recruitment experience.

We take security seriously. We require all employees to complete background checks (including police and global sanction list checks) annually.