Intercity is seeking a highly skilled Cloud Operations Engineer (Nights) to join our growing team. In this role, you will be responsible for managing and optimising our clients’ complex cloud and on-premise infrastructures, with a strong focus on Microsoft Azure platforms, networking, and systems troubleshooting.
This role also requires you to provide end-to-end support across Service Desk tiers (1–3). That means you will not only resolve high-level, complex technical issues but also contribute to front-line customer service, incident triage, and service request fulfilment when required.
The hours of work for this role are Monday - Sunday - 4 on 4 off - 7pm - 7am.
Key Responsibilities as a Cloud Operations Engineer:
- Maintain and troubleshoot Azure and hybrid cloud environments.
- Perform proactive monitoring, incident response, and root cause analysis of mission-critical systems.
- Configure, optimise, and secure servers, virtual machines, networking, and storage solutions.
- Create and maintain scripts (e.g., PowerShell) to automate operational tasks.
- Contribute to design and implementation of new cloud and hybrid solutions.
Service Desk Element:
- Tier 1–3 Service Desk Duties
- Act as an escalation point for complex incidents and service requests.
- Provide support across Service Desk functions, including:
- Tier 1 – Initial triage, logging, password resets, account management, basic troubleshooting.
- Tier 2 – Advanced troubleshooting of desktop, application, and M365-related issues.
- Tier 3 – Resolution of escalated infrastructure, networking, and security incidents (Support from on-call 3rd line specialist teams available)
- Support end-user hardware and software issues, ensuring SLA targets are met.
- Maintain accurate documentation of incidents, requests, and fixes in the ITSM systems.
Education and Qualifications
- Azure or M365 advanced certifications (e.g., AZ-305, MS-700).
- Strong experience with Microsoft Azure administration (working towards or certified AZ-104).
- Knowledge of backup and disaster recovery strategies.
- Exposure to security and compliance frameworks.
- Experience with automation/orchestration tools.
Experience and Knowledge:
- Knowledge of Azure Monitor and Microsoft 365 administration.
- Understanding of Windows Server, Active Directory, DNS, DHCP, and group policies.
- Experience using Tanium, Okta and Netskope.
- Experience monitoring and maintaining mission-critical infrastructures.
- Basic scripting knowledge (PowerShell).
- Excellent communication, troubleshooting, and documentation skills.
- Strong expertise in Azure administration
- Prior experience in a 3rd line technical infrastructure support role
- Outstanding problem-solving skills with a structured and analytical mindset
- Experience with ITIL-aligned Service Desk processes.
- Ability to perform incident triage and service request fulfilment.
- Strong knowledge of end-user support: Windows OS, O365, Teams, Exchange Online, SharePoint.
What We Offer:
- 33 days holiday (inclusive of bank holidays), with entitlement increasing by one day for each full calendar year employed, up to a maximum of five days.
- Annual pay reviews.
- Holiday buy scheme.
- All-company bonus scheme.
- Death in service cover.
- Employee assistance programme.
- Company pension.
- Active social calendar.
- A strong focus on developing our people.