Senior Azure & Microsoft 365 Cloud Support Engineer

Ingram Micro, Inc.; Barcelona; Presencial; EUR 35.000 - 54.000; Jornada completa

Descripción de la vacante

Ingram Micro is seeking a customer-focused Technical Support Engineer with strong Microsoft Azure and Microsoft 365 experience to support break-fix scenarios across cloud infrastructure and productivity services.

You'll diagnose issues, restore service, and log resolutions while collaborating with partners and vendors to meet SLA targets. Familiarity with Azure Portal, M365 Admin Center, and Zendesk/Jira is essential for effective incident handling.

Formación

• 2–5 years in technical support, cloud support, or similar role.
• Working knowledge of Microsoft Azure and Microsoft 365 services.
• Strong troubleshooting and structured problem-solving abilities.
• 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.

Responsabilidades

• 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.

Conocimientos

Azure

Microsoft 365

Troubleshooting

Azure Portal

Microsoft 365 Admin Center

Networking basics

Ticketing systems (Zendesk/Jira)

Communication

Prioritization

Herramientas

Zendesk

Jira

PowerShell scripting

Descripción del empleo

Ingram Micro is seeking a customer-focused Technical Support Engineer with strong Microsoft Azure and Microsoft 365 experience to support break-fix scenarios across cloud infrastructure and productivity services.

You'll diagnose issues, restore service, and log resolutions while collaborating with partners and vendors to meet SLA targets. Familiarity with Azure Portal, M365 Admin Center, and Zendesk/Jira is essential for effective incident handling.