Cloud Technical Specialist

This is a customer-facing role that serves as part of the Cloud Service Desk and handles day-to-day IT support requests received through calls and emails, primarily related to Microsoft Office 365 and Microsoft Azure.

The role is responsible for troubleshooting and diagnosing issues, recording support information, monitoring incidents, maintaining and licensing software applications, and monitoring customer virtualized environments and, where applicable, networks.

This role requires strong communication skills and the ability to work flexible shifts. Clear customer communication, call handling, and email etiquette are essential when supporting US customers.

• Act as the first point of contact for customer support requests received via phone, email, chat, or ticketing systems.
• Deliver exceptional technical and licensing support for Microsoft cloud solutions, ensuring a high-quality customer experience for partners and end customers.
• Provide expert support for Microsoft 365 services, including Exchange Online, SharePoint Online, Teams, Intune, and Microsoft Entra ID (Azure AD).
• Troubleshoot and resolve identity and access management issues related to authentication, Single Sign-On (SSO), Multi-Factor Authentication (MFA), user provisioning, and directory synchronization.
• Manage and support Microsoft Azure environments, including subscription administration, virtual machine (IaaS) management, network configuration, VPN gateways, availability sets, monitoring, and resource consumption reporting.
• Serve as the primary point of contact for technical and licensing inquiries related to Microsoft 365, Azure, and Cloud Solution Provider (CSP) offerings.
• Monitor support queues, handle service requests, troubleshoot common Microsoft 365 and Azure issues, document resolutions, and escalate complex incidents to senior engineers when required.
• Ensure timely resolution of support requests while consistently meeting established Service Level Agreements (SLAs).
• Stay current on Microsoft cloud technologies, licensing programs, and industry trends through continuous learning and certification programs.
• Demonstrate flexibility to work across rotating shifts and effectively adapt to changing business and customer requirements.
• Communicate fluently in English and produce clear technical documentation.
• Escalate issues properly to higher support tiers with detailed documentation.

• Document guides and manuals for customers.

• Required Qualifications & Experience
• Bachelor's degree in Computer Science or Engineering is preferred; a degree in Management, Business, or a related field may also be considered.
• 2+ years of experience in Microsoft Office 365 support, Azure, Intune, Windows Active Directory, Azure AD, cloud identity solutions, and PowerShell.
• Strong technical knowledge of Microsoft 365, Microsoft Entra ID, Azure infrastructure, and cloud identity solutions.
• Solid understanding of Microsoft licensing models, CSP programs, subscriptions, and cloud consumption billing.
• Experience troubleshooting cloud infrastructure, networking, authentication, and end-user productivity services.
• Excellent customer service, communication, analytical, and problem-solving skills.

• Experience with ticketing systems such as ServiceNow.

• Preferred Certifications
• Microsoft certifications.

• Google certifications.

• Benefits & Compensation
• Life Insurance.
• Optional Health Insurance.
• EOBI.
• Voluntary Pension Scheme (as per company policy).
• Complimentary Meals.

• Access to an In-house Gym.

• Equal Employment Opportunity
• The organization is an equal opportunity employer committed to fostering an inclusive and diverse workplace. All qualified applicants will receive consideration for employment without discrimination on any legally protected basis.