Cloud Support Engineer

Job ID: TS.MSS.2.CSAI.24Q4

Role overview

We are seeking a dedicated and experienced Customer Cloud Support Engineer (Shift) to join our growing team. In this role, you will be responsible for providing technical support for our managed cloud services for our customers, including Microsoft 365, Azure, and PowerApps.

Note: This role operates on a shift basis, requiring you to work in shifts, be on standby, and participate in a rotation schedule to ensure continuous service.

Key responsibilities

1. Technical Expertise:

Understanding of on-premise and cloud computing technologies, with a good understanding of Microsoft Azure and Microsoft 365 Ecosystems. Knowledge in Active Directory, Office 365, Microsoft 365, Enterprise Mobility Suite, Azure Ecosystem, Windows Server, and cloud security is required. Monitoring, detecting, and responding to security events , threats, suspicious activities through a SIEM platform (Microsoft Sentinel). Identify potential security breaches and take action to neutralize threats before they escalate. Act as the primary responder to security incidents by performing triage, analyzing threats, and containing them effectively. You will investigate alerts, evaluate the severity of incidents, and collaborate with the team to mitigate risks and minimize their impact.

2. Networking Fundamentals:

Good understanding of the technical fundamentals of the networking (OSI Model), including internet protocols such as TCP/IP, HTTP/S, FTP, DNS, and the ability to use diagnostic tools to troubleshoot connectivity issues.

3. Scripting/Coding:

Scripting/coding experience in any of the following is a good to have: Powershell, Java, Python.

4. Problem Solving:

Experience in removing technology blockers in a matrix organization and enabling the customer's business. Strong troubleshooting skills to logically go about solving problems.

5. Project Management:

Proven ability to manage multiple projects at a time while paying strict attention to detail.

6. Customer Advocacy:

Strong customer advocacy skills, able to resolve issues within customer's SLA, monitor and manage customer's Cloud infrastructure, and automate mundane and repetitive tasks.

7. Communication:

Strong communication skills in English, both written and verbal. Able to present comfortably in front of customers.

8. Teaming:

Strong teaming skills in a highly collaborative environment.

9. Documentation

Document technical procedures, best practices, and customer interactions for future reference.

Qualifications

1. Bachelor's degree in computer science, engineering, or related field

2. Experience supporting applications running on either Amazon AWS or MS Azure, Experience with virtualization solutions (VMware, docker, VirtualBox, etc), Microsoft Exchange, network, SQL. preferably in Microsoft cloud solution

3. Knowledge of cloud services, architectures, and concepts

4. Experience with cloud security tools and practices, such as IAM, encryption, firewalls, etc.

5. Proficient in cloud programming languages and scripting, such as PowerShell and Python.

6. Excellent communication and problem-solving skills

7. Certification in related cloud technologies is advantageous

Mandatory certifications: Microsoft Azure AZ900

Good to have certifications: Microsoft AZ104, AZ500, AZ305, AZ400, MS900, MS102, ITIL v3.

What We Offer

• A competitive salary package with performance-based incentives.
• Opportunities for professional growth and development within a leading technology company.
• A dynamic and supportive work environment.
• Access to the latest technologies and tools in the industry.

Application Process

Interested candidates are invited to submit their CV along with a cover letter detailing their interest and qualifications for the role.

Please note: Only shortlisted candidates will be notified.

aCloud is an equal opportunity employer, committed to diversity and inclusion in the workplace.