Senior Cloud Technical Specialist
US Based Company for IT Services
PKR 800,000 • Published Date: • Pakistan (Hybrid)
Description
This is a customer-facing role that serves as part of the Cloud Service Desk and handles day-to-day IT support requests received through calls and emails, primarily related to Microsoft Office 365 applications and Microsoft Azure.
The role is responsible for troubleshooting and diagnosing issues, recording support information, monitoring incidents, maintaining and licensing software applications, and monitoring customer virtualized environments and, where applicable, networks.
This role requires strong communication skills and the ability to work flexible shifts. Clear customer communication, call handling, and email etiquette are essential when supporting US customers.
Responsibilities
- Deliver exceptional technical and licensing support for Microsoft cloud solutions, ensuring a high-quality customer experience for partners and end customers.
- Provide expert support for Microsoft 365 services, including Exchange Online, SharePoint Online, Teams, Intune, and Microsoft Entra ID (Azure AD).
- Troubleshoot and resolve identity and access management issues related to authentication, Single Sign-On (SSO), Multi-Factor Authentication (MFA), user provisioning, and directory synchronization.
- Manage and support Microsoft Azure environments, including subscription administration, virtual machine (IaaS) management, network configuration, VPN gateways, availability sets, monitoring, and resource consumption reporting.
- Serve as the primary point of contact for technical and licensing inquiries related to Microsoft 365, Azure, and Cloud Solution Provider (CSP) offerings.
- Provide white-glove service to clients, addressing Microsoft 365 and Azure-related issues.
- Troubleshoot incidents, identify root causes, resolve problems, document findings, and implement preventive measures.
- Work on Azure administration tasks such as subscription management, VM management, authentication, VPN configuration, and network monitoring.
- Establish strong relationships with customers and colleagues, adapting to changing situations.
- Stay up to date with technological changes through training and support calls, handling issues related to various cloud platforms and technologies.
Work independently and provide guidance to new team members.
Required Qualifications & Experience
- Bachelor's degree in Computer Science or equivalent work experience.
- 5+ years of experience in Microsoft Office 365, Azure, Intune, Windows Active Directory, Azure AD, Windows Server, Windows OS, and PowerShell.
- Strong client-facing communication skills, including the ability to communicate with all levels of management.
- Understanding of computer systems and mobile devices for troubleshooting.
- Experience with cloud and hybrid infrastructures, Microsoft 365 Security, Azure Security, and Enterprise Mobility + Security.
- Knowledge of Windows, SQL, and Exchange Server is preferred.
- Experience with defining and refining business processes focused on high-quality support.
- Familiarity with ticketing systems such as ServiceNow, Zendesk, Jira, or Freshdesk.
Ability to work independently in a fast-paced environment.
Preferred Certifications
Certifications in Microsoft and Google technologies are preferred.
Benefits & Compensation
- Life Insurance.
- Optional Health Insurance.
- EOBI.
- Voluntary Pension Scheme (as per company policy).
- Complimentary Meals.
Access to an In-house Gym.
Equal Employment Opportunity
- The organization is an equal opportunity employer committed to fostering an inclusive and diverse workplace. All qualified applicants will receive consideration for employment without discrimination on any legally protected basis.
Experience
5 Years
Apply By
Required Skills
- Troubleshooting
- Incident Documentation and Root Cause Analysis
- VPN gateways
- Network Configuration
- Subscription and VM Management in Azure
- Identity and Access Management
- Microsoft Office 365
- Ticketing Systems
- Client-facing communication
- Enterprise Mobility + Security
- Azure Security
- Microsoft 365 Security
- PowerShell
- Windows OS
- Windows Server
- Azure AD
- Windows Active Directory
- Intune
- Microsoft Azure
Nice to Have Skills
- Freshdesk
- Jira
- Zendesk
- ServiceNow
- Customer Relationship Management
- Google Certifications
- Microsoft Certifications
- Exchange Server
- SQL
- Windows