Cloud Support Engineer

Location – Johannesburg or Stellenbosch (Hybrid/Remote)

Job Description

Our client is seeking to employ a Cloud Support Engineer to join their team.

The primary purpose of a Cloud Support Engineer is to deliver exceptional customer support by addressing and resolving technical issues primarily related to Microsoft Cloud Platforms, ranging from Microsoft SaaS applications such as Office 365, and Microsoft 365, Microsoft PaaS offerings, like Azure App Services, Azure Functions, and Azure SQL Databases, as well as managing infrastructure components within Azure IaaS, such as virtual machines, virtual networks, and storage.

By leveraging deep knowledge of these cloud platforms, the Cloud Support Engineer guides customers in troubleshooting problems, offering tailored solutions, and ensuring a seamless experience. This involves proactive monitoring, diagnosing issues, and implementing effective resolutions while adhering to best practices and security standards.

Furthermore, the role emphasizes collaboration with internal teams, including pre-sales and professional services, to escalate and resolve complex issues, driving continuous improvement in service quality and customer satisfaction. The Cloud Support Engineer also contributes to documentation efforts, sharing insights and best practices to enhance knowledge sharing within the team and with customers.

Responsibilities

• Offer prompt and effective technical assistance to customers utilizing Microsoft SaaS, PaaS, and IaaS platforms, addressing their inquiries and troubleshooting issues.
• Diagnose and resolve technical problems related to Microsoft cloud services, including SaaS applications, platform services, and infrastructure components.
• Communicate with customers in a clear and concise manner, guiding them through technical solutions, best practices, and recommendations.
• Manage and resolve incidents by adhering to established incident management processes, ensuring timely resolution and minimizing the impact on customer operations.
• Collaborate with internal teams, such as core services and infrastructure, to escalate and resolve complex technical issues, ensuring proper communication and coordination.
• Actioning Requests for Change (RFCs) related to Microsoft cloud platforms, by reviewing proposed changes, assessing potential impacts, providing technical guidance, and ensuring that changes are implemented smoothly and in compliance with established procedures and policies. Coordinating with stakeholders to minimize disruptions and maintain service continuity throughout the change process.
• Setting and defining Microsoft Cloud platforms' performance and health metrics, leveraging relevant monitoring tools to identify and address potential issues before they impact customers.
• Contribute to the team's knowledge base by documenting solutions, crea...
  
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