Junior Cloud IT Infrastructure Support Engineer

OCC Computer Personnel; Stoke-on-Trent; On-site; GBP 25,000 - 35,000; Full time

Job summary

A leading IT service provider in Stoke-on-Trent is seeking a Junior Cloud Infrastructure Support Engineer for 1st and 2nd line support. The role involves working with platforms like Azure, AWS, or GCP, and requires strong skills in cloud infrastructure, networking, and incident management. The position is permanent, full time, with a flexible shift pattern including out-of-hours support.

Qualifications

• 1st and 2nd line cloud support experience.
• Familiarity with cloud platforms such as Azure, AWS, or GCP.
• Understanding of ITIL principles and incident management workflows.

Responsibilities

• Act as initial point of contact for cloud-related support requests.
• Log, categorize, and prioritize incidents and service requests accurately.
• Monitor health and performance of cloud services.

Skills

Foundation in infrastructure: Virtual machines / compute resources

Networking (DNS, VPNs, subnets, firewalls, load balancers)

Storage solutions (blob/object storage, file shares)

Identity and access management (IAM, Active Directory, Azure AD)

Tools

ServiceNow

Jira

Datadog

Azure Monitor

CloudWatch

Job description

Junior Cloud Infrastructure Support Engineer

Junior Cloud Engineer providing 1st and 2nd line cloud support to join an amazing MSP working with end clients supporting cloud platforms such as Microsoft Azure, Amazon Web Services (AWS), or Google Cloud Platform. Would suit someone from an IT Support, Infrastructure, or cloud-focused role either having done an internships or entry-level role.

Skills

• Foundation in infrastructure: Virtual machines / compute resources
• Networking (DNS, VPNs, subnets, firewalls, load balancers)
• Storage solutions (blob/object storage, file shares)
• Identity and access management (IAM, Active Directory, Azure AD, etc.)

Responsibilities

• Act as initial point of contact for cloud‑related support requests via phone, email, chat, or ticketing systems. Provide First and Second Line Cloud Support, diagnose and resolve common issues related to cloud infrastructure, services, and connectivity.
• Incident Management & Escalation: Log, categorize, and prioritize incidents and service requests accurately; escalated complex or unresolved issues to senior engineers or relevant resolver groups while ensuring detailed documentation.
• Work in a small, cross‑functional team to ensure reliable and efficient delivery of cloud support services aligned with business needs and service level expectations.
• Act as escalation point within the support framework, troubleshooting and resolving complex incidents and service requests related to cloud platforms, infrastructure, and services (IaaS, PaaS, SaaS) to support end users and first‑line engineers.
• Collaborate with internal teams and third‑party cloud vendors to ensure timely resolution.
• Resolve high‑priority incidents within SLA.
• Cloud Service Monitoring: Monitor health and performance of cloud services using tools such as CloudWatch, Azure Monitor, or GCP Operations Suite; support regular checks and health assessments of cloud‑based resources and report anomalies.
• Documentation and Knowledge Sharing.
• Vendor & Third‑Party Coordination: liaise with cloud service providers and third‑party vendors for technical support when required; track and follow up on outstanding vendor tickets to ensure timely resolution.
• Experience using ticketing and monitoring systems (e.g., ServiceNow, Jira, Datadog, Azure Monitor, CloudWatch).
• Understanding of ITIL principles and incident management workflows.
• 36 hours per week – on a late and early shift pattern; Out‑of‑Hours Incident Support.

Location & Hours

Stoke on Trent Office. Permanent, Full Time. 36 hours per week – on a late and early shift pattern. Out‑of‑Hours Incident Support.

Job Info

Job Title: Junior Cloud Infrastructure Support Engineer

Company: OCC Computer Personnel

Location: Stoke, Staffordshire

Status: Permanent, Full Time

Sector: IT