Cloud Support Engineer

Posted: 9th Aug 2023
Atlas Cloud is looking for a self-motivated and organised individual to join our growing Service Desk team as a Cloud Support Engineer.

The Role

Job title:

Cloud Support Engineer

Reports to:

Service Desk Manager


Newcastle upon Tyne


Full time


Depending on experience

The Package

  • Unlimited holidays
  • Incentives throughout the year
  • Health perks that support wellbeing
  • Flexible and mobile working
  • Team building and social events throughout the year
  • Development support

Job Summary

Reporting to the Service Desk Manager the primary purpose of this role is to provide award winning technical support to our customers using high quality customer service, both remotely and on site. Acting as a first escalation point for our Cloud Support Analysts (1st Line), the Cloud Support Engineer acts as a support engineer handling all challenging incidents and service requests, ensuring all customers are given an exceptional level of service. The individual must have a keen desire to progress through job training, complete assigned work and objectives, as well as a willingness to attain and re-new vendor partner qualifications. This role would be suitable for an individual with seasoned 2nd Line IT technical support experience, who is wanting to advance their IT career in Virtualisation and Cloud Technologies. Atlas Cloud are keen to support this person in attaining industry standard qualifications from vendors such as Microsoft and Citrix.


  • First point of escalation for the Cloud Support Analyst Team, providing fast timely response.
  • Taking inbound overflow calls from our Cloud Support Analyst Team.
  • Ticket queue management, along with driving ticket closure SLA.
  • Active Directory & Office365 user management.
  • Remote Desktop & Citrix session management.
  • Customer focused approach to troubleshooting.
  • Responsible for the remediating of daily backup checks, seeking guidance from senior technical staff where required.
  • Ownership of escalated issues from our pro-active alerting systems.
  • Ensuring customer satisfaction is delivered at all times.
  • Monitoring of hardware remotely, and technical troubleshooting on-site / in person.
  • Available to join our on-call rota for out of hours support.
  • Completion of customer / 3rd party security clearance checks.
  • Completion of OKRs.


  • Continued compliance of all Atlas Cloud Policies & Procedures.
  • Adherence to Atlas Cloud Employee Contract.
  • Awareness and acceptance of all Atlas Cloud Policies & Procedures.


Required Skills / Experience:
  • Previous experience of working on an IT Service Desk, including the completion of daily recurring tasks, and ensuring SLAs are achieved.
  • A proactive attitude to ‘getting things done’.
  • Strong focus on customer service, and going above and beyond for customers.
  • Ability to fact find and troubleshoot difficult issues.
  • Microsoft Office365 technical knowledge and experience.
  • Microsoft Windows Server technical knowledge and experience.
  • Desktop troubleshooting and support
  • Motivated to self-learn, in work time and in personal time.
  • Understanding of the ITIL framework and its methodology.
  • Managing your own workload in a fast paced customer service environment.
  • Experience working as part of a team, working together for a common goal.
  • Working with Microsoft Azure technologies.
  • Attained Microsoft Certifications.
  • Experience in working with a wide range of Microsoft technologies and products, including desktop and server.
  • Working with Citrix / RDS Environment.
Desired Skills / Experience:
  • Minimum of 3 years working in MSP
  • Experienced at using Remote Monitoring tools.
  • Experience or exposure to Mimecast products.
  • Experience or exposure to SQL.
  • Experience or exposure to SharePoint.

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Atlas Cloud is a leading managed service provider of complex IT solutions. We are a fast growing scale-up business with a 53% growth rate, on average, for the last 3 years.

Our business

We’re on a mission to “enable great work from anywhere” and have built a decade’s worth of experience that will be valuable to organisations of all sizes as part of their COVID-19 recovery.

Our current customers and partners span across the UK and Ireland. We are a cloud managed service provider delivering from both a private managed cloud environment and Microsoft Azure, with a subscription-based business model that enables our customers to consume complex IT services on pay per user per month. Our primary solution is DaaS plus complimentary security and productivity solutions, with a public cloud first bias helping us deliver the future of work.

Our Culture and Values

Our core values are to invest in our people and our product offerings, to innovate and stay ahead of our competitors, to continually improve our systems, to care for our customers and each other and to work with passion and precision.

Collaboration is the core of our business. We have an open culture where everyone has the ability to contribute ideas and solutions to accelerate the company growth and improve our operations. Atlas Cloud is a vibrant and fun place to work with an open plan, modern city centre office. Regular social events and a Friday beer fridge provide plenty of opportunity to blow off some steam.

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