Cloud Support Specialist
4 days ago
We are seeking a skilled Cloud Support Specialist to manage helpdesk tickets for our customers.
About UsWaferWire Technology Solutions (WCT) specializes in delivering comprehensive Cloud, Data and AI solutions through Microsoft's technology stack. Our services include Strategic Consulting, Data/AI Estate Modernization, and Cloud Adoption Strategy. We excel in Solution Design encompassing Application, Data, and AI Modernization, as well as Infrastructure Planning and Migrations. Our Operational Readiness services ensure seamless DevOps, ML Ops, AI Ops, and Sec Ops implementation. We focus on Implementation and Deployment of modern applications, continuous Performance Optimization, and future-ready innovations in AI, ML, and security enhancements.
Job Responsibilities- Knowledge of Office 365 technologies, particularly Microsoft Teams and apps in the Office Admin center.
- In-depth knowledge of Microsoft Teams features, functionalities, and best practices.
- 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).
- Owning, investigating, and solving complex customer technical issues while acting as an advisor to the customer, collaborating within and across teams leveraging troubleshooting tools and practices.
- 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.
- 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.
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