Senior Technical Support Engineer (VTS) – Microsoft

It's fun to work in a company where people truly BELIEVE in what they're doing!

Job Description:

About Ingram Micro

Ingram Micro powers the global IT ecosystem-connecting technology vendors, partners, and businesses to unlock the full promise of innovation. With operations reaching over 90% of the world’s population and our digital platform, Ingram Micro Xvantage™, we enable smarter, faster, and more scalable ways to do business. Together, Let’s shape tomorrow by driving technology forward and creating real impact across the globe.

Join Unified Support at Ingram Micro and help keep global technology running smoothly through collaboration, problem-solving, and real customer impact.

We’re seeking a customer-focused Technical Support Engineer with strong experience in Microsoft Azure and Microsoft 365 to support break-fix scenarios across cloud infrastructure and productivity services. This role focuses on diagnosing issues, resolving incidents, and restoring service for partners and customers.

Essential Responsibilities of Your Role:

• Respond to inbound technical support requests across Azure and Microsoft 365 (Exchange Online, Teams, SharePoint Online, OneDrive, Entra ID)

• Diagnose, troubleshoot, and resolve technical problems across cloud services, identity, and collaboration platforms

• Investigate service outages, performance issues, and configuration-related incidents

• Provide Tier 1-2 support for cloud environments and escalate when required

• Restore service by applying fixes, workarounds, or corrective configurations

• Escalate complex platform issues to Microsoft with detailed troubleshooting findings

• Document issues and resolutions in the ticketing system

• Maintain internal runbooks, FAQs, and technical documentation

• Collaborate with internal teams and vendors to ensure timely resolution

• Accurately log all issues and status updates in internal tracking systems

• Understand business impact and prioritize resolution accordingly

• Handle support requests from partners and resellers with a focus on resolution

• Track incidents and follow through within SLA/SLO targets

• Contribute to process improvements and support documentation

Knowledge, Skills, and/or Abilities You Need To Have:

• 2-5 years in technical support, cloud support, or similar role

• Working knowledge of Microsoft Azure and Microsoft 365 services

• Strong troubleshooting skills and structured problem-solving approach

• Familiarity with Azure Portal and Microsoft 365 Admin Center

• Basic understanding of networking (DNS, TCP/IP, HTTP/HTTPS)

• Experience with ticketing systems such as Zendesk or Jira

• Strong communication skills and customer-focused mindset

• Ability to manage priorities and work on multiple incidents

• Willingness to learn and adapt in a fast-paced environment

Nice to have. Exposure to:

• Proven experience in break-fix troubleshooting

• Mail flow diagnostics (NDRs, connectors, transport rules)

• Identity and access troubleshooting (MFA, federation, sync)

• Service availability and performance troubleshooting

• PowerShell or scripting experience

• ITIL certification or incident management experience

• Familiarity with CSP or partner support environments

• Basic knowledge of Azure Monitor or diagnostic tools

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* This is not a complete listing of the job duties. It’s a representation of the things you will be doing, and you may not perform all these duties.