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Responsibilities:
Maintains & provides support on Microsoft Cloud computing technology such as Azure and Office 365
Provides strong production support for Azure and Office 365 deployments
Understands general/common infrastructure services and technologies in the cloud computing world
Works with Microsoft to escalate Technical Support issues and resolve them with backup support from Microsoft
Ability to work in shifts to support round the clock support
Drafts and maintains documentation on installations, incidents, and procedures.
Ensures the daily reporting process as per guidelines.
Determine the scope based on requirements, including stating the scope of work, calculating the resources required in delivering the service and advising the senior system engineer preparing the quotation
Install and configure services as per the approved implementation plan
Carry out technology, professional and maintenance support services as per scope within the stipulated duration/ timeline
Provide level 2 support (basic hardware break-fix & troubleshooting of hardware and software issues ) for installed services
Provide technical deliverables such as high level design document, user acceptance test (UAT) doc and as-built documentation
Provide outstanding quality of service and meet predefined customer service level agreement (SLAs)
Undergo technical trainings and obtain technical certifications that are required to meet suppliers’ mandatory technical requirements
Conduct knowledge transfer training (where required)
Knowledge, Skills and Experience:
Expertise in implementation of Server, Storage, Networks, Security infrastructure on-premises and/or Cloud environments is preferred
Seeks to build high customers satisfaction (internal and external)
Minimum 3 years of relevant experience
Certified in at least one of the technology domain (Infrastructure hardware and software, hyper-convergence, network, security, cloud and/or end user computing)
Strong technical knowledge on the assigned solution domain/product(MS Azure and Office 365)
Knowledge of product portfolio in other technology domain is desirable
Expertise in enterprise products implementation, migration and support.
Strong interpersonal skills with a customer-centric attitude
Strong oral and written communication skills
Strong attention to technical details, priority management and planning skills
Ability to work independently with little to no supervision
Results-oriented
Strong documentation skills
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