Job Description

:

• 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.

• 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.