About Company
ANS Group is a leading digital transformation and managed services provider, helping organizations across the UK leverage the power of cloud technology. With a strong focus on innovation, customer success, and employee development, we design, deliver, and optimize bespoke cloud solutions, from public cloud platforms like Azure and AWS to our own robust private cloud infrastructure. Based in Manchester, our expert teams enable businesses to grow, operate more efficiently, and stay ahead in an ever-evolving digital landscape. We pride ourselves on our collaborative culture, cutting-edge technology, and commitment to making a real difference for our clients.
Job Description
Are you a problem-solver with a passion for cloud technology and a knack for providing exceptional customer service? ANS Group is seeking a dedicated and proactive Remote Cloud Support Associate to join our dynamic team. In this pivotal role, you will be the first point of contact for our valued clients, providing expert technical assistance and ensuring the smooth operation of their cloud environments. You’ll work remotely, connecting with a collaborative team of experts committed to delivering cutting-edge cloud solutions and unparalleled support across the UK. This isn’t just about fixing issues; it’s about understanding complex cloud infrastructures, proactively identifying potential problems, and empowering our clients with the knowledge and solutions they need to thrive.
You’ll be immersed in diverse technologies, from leading public cloud platforms like Azure and AWS to our own robust private cloud offerings. Your daily tasks will involve diagnosing and resolving technical incidents, responding to service requests, and contributing to a knowledge base that helps scale our support capabilities. We believe in continuous learning, and you’ll have ample opportunities to deepen your expertise, gain certifications, and grow your career within a company at the forefront of cloud innovation. If you’re eager to make a tangible impact, develop your skills in a flexible, remote setting, and contribute to a company that values its people and its clients, we want to hear from you. This role offers the chance to work with a wide array of technologies and a supportive team, all from the comfort of your home office.
Key Responsibilities
- Provide first-line technical support for cloud-based infrastructure and applications (Azure, AWS, private cloud) via phone, email, and chat.
- Diagnose, troubleshoot, and resolve technical incidents related to cloud services, virtual machines, networking, and security.
- Escalate complex issues to senior engineers or relevant teams while maintaining communication with the client.
- Document all troubleshooting steps, resolutions, and client interactions thoroughly within our ITSM system.
- Monitor cloud environments for performance issues, alerts, and potential outages.
- Assist clients with service requests, including provisioning resources, access management, and configuration changes.
- Contribute to the creation and maintenance of internal knowledge base articles and client-facing documentation.
- Adhere to agreed-upon Service Level Agreements (SLAs) and operational procedures.
- Participate in ongoing training and professional development to stay current with cloud technologies and best practices.
Required Skills
- Minimum 2 years of experience in an IT support role, preferably with exposure to cloud technologies.
- Foundational understanding of cloud concepts (IaaS, PaaS, SaaS) and public cloud platforms (e.g., Azure, AWS).
- Proficiency in troubleshooting Windows and/or Linux operating systems.
- Basic networking knowledge (TCP/IP, DNS, VPN, firewalls).
- Excellent communication skills, both written and verbal, with a strong customer service orientation.
- Demonstrated problem-solving abilities and analytical thinking.
- Ability to work independently and as part of a remote team.
- Strong organizational skills and attention to detail.
Preferred Qualifications
- Relevant certifications (e.g., Microsoft Certified: Azure Fundamentals, AWS Certified Cloud Practitioner, CompTIA A+/Network+).
- Experience with ITSM tools (e.g., ServiceNow, Zendesk).
- Familiarity with scripting languages (e.g., PowerShell, Bash, Python).
- Understanding of ITIL principles.
- Previous experience working in a Managed Service Provider (MSP) environment.
Perks & Benefits
- Competitive salary and performance-based bonuses.
- Generous pension scheme.
- Private medical insurance.
- Life assurance.
- Enhanced paternity and maternity leave.
- 25 days annual leave plus bank holidays, with options to buy/sell.
- Dedicated budget for professional development, training, and certifications.
- Flexible working environment with a strong remote culture.
- Access to a comprehensive well-being program.
- Company social events and team-building activities (remote and in-person).
How to Apply
Eager to embark on a rewarding career as a Remote Cloud Support Associate with ANS Group? Please click on the application link below to submit your CV and a cover letter outlining your experience and why you are a great fit for this role. We look forward to reviewing your application and exploring how you can contribute to our team.