Cloud Support Engineer
5 months ago
ProArch is seeking a talented and dedicated Cloud Support Engineer to join our dynamic team. As a Cloud Support Engineer, you will be responsible for providing technical support to clients, troubleshooting issues and ensuring the smooth operation of cloud-based services.
The ideal candidate will have hands-on experience in troubleshooting the M365 Suite, a good understanding of cloud technologies including Azure and AWS, and strong problem-solving and communication skills. You should be able to work well under pressure and have a relentless focus on providing high-quality customer service.
Responsibilities:
- Provide L2 support to clients across globe on Azure cloud.
- Handle customer inquiries, issues, and incidents related to Azure services. This involves troubleshooting and resolving technical problems customers encounter with Azure solutions.
- Expertise in understanding of Azure services, architecture, and infrastructure to diagnose and resolve complex technical issues.
- Involved in incident management processes, including coordinating responses during service outages or critical incidents affecting Azure customers.
- Maintain detailed records of customer interactions, troubleshooting steps, and solutions is important for knowledge sharing and future reference.
- Documentation and Training: Document Intune configurations, policies, and best practices, and provide training to end-users and IT staff on Intune usage and management procedures.
- Extend technical support to Clients over email/phone and teams.
- Educate and guide the team members.
- Conduct Trainings internally and external to the clients
- Provide suggestions and improvements on the technical side of the process.
Requirements
- 2+ years of hands-on experience in troubleshooting M365 Suite (Outlook/One Drive/SharePoint)
- Experience with email migrations and DNS management
- Understanding of cloud technologies, particularly Azure and AWS
- Excellent problem-solving and communication skills
- Ability to work well under pressure and in a 24/7 rotational shift environment
- Strong client-focus and commitment to delivering high-quality customer service
- Ability to work autonomously and collaboratively within a team
- Willingness to learn and adapt to new technologies and cloud platforms
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