Cloud Analyst - L1 Support

The work we do matters  
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.  
 

Where appropriate, the CyberCX Talent Team will work with our preferred panel of agencies. Fees will not be paid for unsolicited resumes that are submitted directly to hiring managers and not through our approved process.