Cloud Support Specialist

2 days ago

Mysore, Karnataka, India beBeeCloudSupport Full time ₹ 9,00,000 - ₹ 12,00,000
Cloud Support Role

We are seeking a skilled Support Engineer to manage helpdesk tickets for our customers.

Key Responsibilities:

  • Knowledge of Office 365 technologies, particularly Microsoft Teams and apps in the Office Admin center.
  • Familiarity with Microsoft 365 and SharePoint integration with Teams.
  • Ability to analyze and interpret data captures and trace logs to resolve customer issues in production environments.
  • Experience working with network capture and analysis tools like Fiddler and Developer tools (Browser).
  • Engaging with Microsoft Engineering/Supportability teams to investigate potential product defects and help develop automation techniques and diagnostic tools driving Microsoft product improvements.
  • Experience supporting the M365 suite of products and troubleshooting web and desktop apps.
  • Updating the help-desk ticketing system to track, monitor, and resolve issues.
  • Identifying issues that are logical in nature and escalating them to the appropriate team for resolution.
  • Troubleshooting and owning customer issues from reporting to resolution.
  • Diagnosing and troubleshooting system issues along with isolation of the issue.
  • Following standard procedures for escalating to the appropriate feature teams as required.
  • Managing multiple open issues and ensuring their successful completion.
  • Documenting technical knowledge in FAQs and troubleshooting guides.
  • Triaging and escalating new bugs from early ring customers.
  • Verifying and rejecting bugs submitted by unknown sources.
  • Monitoring and assigning emerging issues to the engineer for escalation.
  • Using tools like Log Reader and Fiddler to troubleshoot and reproduce issues.
  • Collaborating with cross-functional engineering and support teams.
  • Participating in regular meetings to discuss the status of escalated bugs and new issues.

Required Qualifications:

  • Proven experience as a Support Engineer or similar role.
  • Strong problem-solving, debugging, and troubleshooting skills.
  • Good to have knowledge on Education tenant apps such as assignments, class notebooks, and School data sync.
  • Experience with ICM and Service Incident is preferred.
  • Excellent communication and customer service abilities.
  • Familiarity with helpdesk ticketing systems and escalation procedures.
  • Experience with tools like Log Reader, Fiddler, and Browser Dev tools.
  • Experience with extracting logs for Debugging (Desktop Logs, Network Logs, Web Logs). Experience with HTTP and HTTPS Request Code. Experience with API requests and responses (Graph API is desirable).

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