Azure & Microsoft 365 Support Engineer

3 hours ago

India World Wide Technology Full time

Experience 3-5 years of technical support experience in an enterprise or MSP environment with a focus on Microsoft cloud platforms Technical Skills Familiarity with Azure services VMs storage VNETs resource groups Working knowledge of Microsoft 365 admin centers Exchange Teams SharePoint Basic troubleshooting of identity issues Azure AD MFA conditional access Communication Clear and professional verbal and written communication skills Ticket Management Experience working within a ticketing system and adhering to SLAs Team Player Willingness to learn collaborate with others and grow within the team LI-PR1 Requirements Incident Resolution Investigate and resolve moderately complex support tickets involving Azure and Microsoft 365 services within defined SLAs Service Requests Fulfill standard service requests including user provisioning license assignments mailbox configurations group management and access permissions System Monitoring Alerts Monitor Azure and Microsoft 365 environments using tools and dashboards Respond to alerts and warnings by taking corrective action or escalating to Tier 3 Azure Platform Support Provide support for common Azure services such as virtual machines storage accounts virtual networks and basic connectivity VPN troubleshooting Microsoft 365 Support Handle common support tasks in Exchange Online Teams OneDrive and SharePoint Online Includes troubleshooting mail flow Teams access and collaboration issues Documentation Record troubleshooting steps resolutions and workarounds in the ticketing system and internal knowledge base to aid future issue resolution Microsoft Ticket Management Open and manage Microsoft support tickets ensuring accurate feedback and case number tracking for efficient case management Queue Management Manage ticket queues handle low-hanging fruit tickets and distribute tickets equally among team members to ensure efficient workflow Daily Ticket Review Conduct daily reviews of cases to ensure ticket compliance correct ticket state correct CIs Attributes OEM ticket number and updates are maintained P1 Case Management Assist in managing critical P1 cases including escalations and providing case updates on technical work Customer Interaction Communicate with customers to gather information provide updates and guide them through resolution steps in a professional and timely manner Collaboration Work closely with Tier 1 engineers for knowledge transfer and assist with technical escalations Collaborate with Tier 3 engineers for guidance and issue escalation ITIL Compliance Follow standard ITIL-based processes for incident and change management maintaining clear and accurate ticket records Training Development Participate in training programs and contribute to the development of new team members

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