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 Responsibilities:

Provide Level 1 technical support to end users via phone, email, chat, and ticketing tools, ensuring timely and accurate incident resolution within agreed SLA timelines

Log, categorize, prioritize, and resolve incidents, escalating unresolved issues to Level 2 or Level 3 support teams as appropriate

Fulfill 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 policies

Troubleshoot issues related to Windows operating systems, Microsoft Office applications, Outlook, Teams, OneDrive, and productivity tools across laptops, desktops, mobile devices, printers, and peripherals

Assist users with remote connectivity and collaboration tools, ensuring seamless access and functionality

Maintain and update knowledge base articles, FAQs, and troubleshooting documentation, actively contributing to process improvements and automation initiatives

Deliver excellent customer service by communicating effectively with stakeholders, providing regular status updates, conducting follow-ups, and ensuring customer satisfaction

Adhere to ITIL-based Incident, Request, Problem, and Change Management processes, maintaining compliance with information security, data privacy, and accurate documentation of all support activities

Required Skills:

Windows 10/11 administration

Microsoft 365 suite (Outlook, Teams, OneDrive, SharePoint)

Active Directory user management

Azure Active Directory (Azure AD / Entra ID) basics

VPN and remote access support

Experience with ticketing tools such as ServiceNow, Jira, Remedy, or Freshservice

Basic networking concepts including DNS, DHCP, and TCP/IP

Preferred Skills:

Intune or Endpoint Manager administration

Exchange Online administration

Multi-Factor Authentication (MFA) management

Device management and asset tracking

PowerShell scripting basics

Desired Qualifications:

Bachelor's degree in Computer Science, Information Technology, Electronics, or a closely related discipline

Relevant 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.