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.

Senior Engineer, Cloud Engineering - R01570290

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