Cloud Support Specialist

17 hours ago

Bacoor, Calabarzon, Philippines beBeeSupport Full time ₱100,000 - ₱150,000

Job Overview

The Senior M365 Support Engineer role is responsible for delivering technical support to clients in a 24x7 environment, ensuring service level agreements and key performance indicators are consistently met.

Key Responsibilities

  • Evaluate and resolve client issues efficiently, maintaining ownership of cases throughout the resolution process
  • Monitor queues for incoming alerts and incidents, escalating critical issues promptly
  • Collaborate with team members to ensure timely resolution of client concerns
  • Manage case escalations to Microsoft, coordinating communication between customers and vendors
  • Participate in post-incident reviews and lessons learned activities to enhance team knowledge and processes
  • Provide reactive and proactive patching services, including risk assessment, scheduling, and customer change management procedures
  • Manage vendor escalations effectively
  • Mentor and share knowledge within the team to foster growth and development
  • Develop and maintain configuration documentation

Requirements

  • Several years of experience in IT infrastructure and application support
  • Strong understanding of cloud technologies, particularly Azure and M365
  • Excellent analytical and problem-solving skills
  • Good numeracy skills and exceptional communication abilities
  • Ability to work under pressure to meet tight deadlines
  • Capacity to collaborate effectively in a shared services environment

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