Senior Engineer, Cloud Engineering - R01570290

Senior Engineer Cloud Engineering ➡ Job requirements ➡ Experience Range With 4 to 6 years of experience in IT Service Desk Help Desk or Technical Support roles including supporting enterprise end users Key ResponsibilitiesProvide Level 1 technical support to end users via phone email chat and ticketing tools ensuring timely and accurate incident resolution within agreed SLA timelinesLog categorize prioritize and resolve incidents escalating unresolved issues to Level 2 or Level 3 support teams as appropriateFulfill service requests such as password resets account provisioning and deprovisioning Microsoft 365 application support VPN access software installations printer support and access management adhering to established processes and policiesTroubleshoot issues related to Windows operating systems Microsoft Office applications Outlook Teams OneDrive and productivity tools across laptops desktops mobile devices printers and peripheralsAssist users with remote connectivity and collaboration tools ensuring seamless access and functionalityMaintain and update knowledge base articles FAQs and troubleshooting documentation actively contributing to process improvements and automation initiativesDeliver excellent customer service by communicating effectively with stakeholders providing regular status updates conducting follow-ups and ensuring customer satisfactionAdhere to ITIL-based Incident Request Problem and Change Management processes maintaining compliance with information security data privacy and accurate documentation of all support activitiesRequired SkillsWindows 10/11 administrationMicrosoft 365 suite (Outlook Teams OneDrive SharePoint)Active Directory user managementAzure Active Directory (Azure AD / Entra ID) basicsVPN and remote access supportExperience with ticketing tools such as ServiceNow Jira Remedy or FreshserviceBasic networking concepts including DNS DHCP and TCP/IPPreferred SkillsIntune or Endpoint Manager administrationExchange Online administrationMulti-Factor Authentication (MFA) managementDevice management and asset trackingPowerShell scripting basicsDesired QualificationsBachelor's degree in Computer Science Information Technology Electronics or a closely related disciplineRelevant certifications such as ITIL Foundation Microsoft 365 Fundamentals (MS-900) Azure Fundamentals (AZ-900) CompTIA A+ or CompTIA Network+ are preferred

Additional Information

Willingness to work in rotational shifts and provide support during weekends or holidays if required. Availability for on-call support based on business needs. ➡