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.