Senior Azure and M365 Cloud Support Engineer

Ingram Micro España; Barcelona; On-site; EUR 35,000 - 52,000; Full time

Job summary

Ingram Micro España is seeking a customer-focused Technical Support Engineer with strong experience in Microsoft Azure and Microsoft 365 to support break‑fix scenarios across cloud infrastructure and productivity services. You will diagnose issues, resolve incidents, and restore service for partners and customers.

Responsibilities include handling Azure and M365 support requests, troubleshooting across cloud services, and collaborating with internal teams and vendors to ensure timely resolution.

Qualifications

• 2–5 years in technical support, cloud support, or similar role.
• Working knowledge of Microsoft Azure and Microsoft 365 services.
• Strong troubleshooting skills and structured problem‑solving approach.
• Familiarity with Azure Portal and Microsoft 365 Admin Center.
• Basic understanding of networking (DNS, TCP/IP, HTTP/HTTPS).
• Experience with ticketing systems such as Zendesk or Jira.
• Strong communication skills and customer-focused mindset.
• Ability to manage priorities and work on multiple incidents.
• Willingness to learn and adapt in a fast‑paced environment.

Responsibilities

• Respond to inbound technical support requests across Azure and Microsoft 365 (Exchange Online, Teams, SharePoint Online, OneDrive, Entra ID).
• Diagnose, troubleshoot, and resolve technical problems across cloud services, identity, and collaboration platforms.
• Investigate service outages, performance issues, and configuration‑related incidents.
• Provide Tier 1–2 support for cloud environments and elevate when required.
• Restore service by applying fixes, workarounds, or corrective configurations.
• Escalate complex platform issues to Microsoft with detailed troubleshooting findings.
• Document issues and resolutions in the ticketing system.
• Maintain internal runbooks, FAQs, and technical documentation.
• Collaborate with internal teams and vendors to ensure timely resolution.
• Accurately log all issues and status updates in internal tracking systems.
• Understand business impact and prioritize resolution accordingly.
• Handle support requests from partners and resellers with a focus on resolution.
• Track incidents and follow through within SLA/SLO targets.
• Contribute to process improvements and support documentation.

Skills

Microsoft Azure

Microsoft 365

Troubleshooting

Azure Portal

Admin Center

Networking basics

Zendesk

Jira

Communication

Prioritization

PowerShell scripting

Tools

Zendesk

Jira

Job description

Ingram Micro España is seeking a customer-focused Technical Support Engineer with strong experience in Microsoft Azure and Microsoft 365 to support break‑fix scenarios across cloud infrastructure and productivity services. You will diagnose issues, resolve incidents, and restore service for partners and customers.

Responsibilities include handling Azure and M365 support requests, troubleshooting across cloud services, and collaborating with internal teams and vendors to ensure timely resolution.