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.