As a Microsoft Cloud Technical Support Engineer, you will play a crucial role in providing technical support and assistance to customers using Microsoft cloud services, including Microsoft Azure and Microsoft 365. Leveraging your expertise in cloud technologies, you will troubleshoot and resolve customer issues, implement solutions, and ensure the reliability and performance of cloud-based applications and workloads. This position requires excellent communication skills, technical proficiency, and a commitment to delivering exceptional customer service.

About the Position:

You will play a pivotal role in supporting Customer’s environments, providing ownership, and following best practices deployment of Microsoft Cloud Services.

Tasks and Responsibilities:

• Provide timely and effective technical support to customers experiencing issues with Microsoft cloud services, including Azure and Microsoft 365.

• Diagnose and troubleshoot customer-reported problems related to cloud infrastructure, virtual machines, storage, networking, and Microsoft 365 applications.

• Investigate and analyze customer-reported issues, identify root causes, and implement solutions to resolve technical problems and restore service functionality.

• Collaborate with internal teams to escalate and resolve complex technical issues as needed.

• Communicate with customers via phone, email, or chat to provide status updates, gather additional information, and ensure a positive customer experience throughout the support process.

• Clearly and effectively articulate technical solutions and recommendations to customers, addressing their concerns and questions with professionalism and empathy.

• Document customer interactions, technical solutions, and troubleshooting steps in support tickets and knowledge base articles to facilitate knowledge sharing and continuous improvement.

• Contribute to the development of self-service resources, FAQs, and troubleshooting guides to empower customers to resolve common issues independently.

• Proactively identify and address potential issues and performance bottlenecks in customers' cloud environments, leveraging monitoring tools, alerts, and proactive health checks.

• Provide recommendations and best practices to customers for optimizing their use of Microsoft cloud services and improving the reliability and efficiency of their cloud-based workloads.

Qualification (Education/Work Experience):

• Bachelor's degree in computer science, information technology, or related field, or equivalent work experience.

• Strong understanding of cloud computing concepts and technologies, with hands-on experience using Microsoft Azure and Microsoft 365 services.

• Knowledgeable in Microsoft Technologies (Cloud and On-premises), Veeam and General Network Concepts.

• Excellent problem-solving skills and the ability to troubleshoot complex technical issues in cloud environments.

• Strong English Communication.

• Effective communication and interpersonal skills, with the ability to interact professionally with customers and internal stakeholders.

• Experience working in a technical support or customer service role, preferably in a cloud computing or IT services environment.

• Recommended: Relevant certifications such as Microsoft Certified: Azure Fundamentals or Microsoft 365 Fundamentals are a plus.