Cloud Support Associate

Support Hours

• 24x7 - Candidates should be available during this timeframe, shifts will rotate.
  

Responsibilities

• Primary responsibility is customer service. Being present and available to clients requiring technical assistance.
  
• Respond to questions received through emails and calls.
  
• Learn the fundamental operations of the platforms which are being supported.
  
• Follow standard Service Desk operating procedures; accurately log all Service Desk tickets using the defined tracking software.
  
• Become familiar with helpdesk policies and services.
  
• Other duties as assigned by the Service Manager.
  
• Serve as the single point of contact for customers related to Microsoft Office 365 and Azure Cloud Support issues.
  
• Good knowledge of user account administration (Microsoft Office 365 / Microsoft Active Directory).
  
• Develop technical knowledge of Microsoft Office 365 and Microsoft Azure.
  
• Take ownership and responsibility of issues from start through to a successful resolution.
  
• Escalate issues and involve experts wherever required in order to resolve issues as quickly as possible.
  
• The Service Desk Engineer must ensure the support team members to close out their tickets properly.
  
• Develop sound understanding of IT operations and related applications as well as business related processes and procedures.
  
• Maintains and consistently demonstrates a general knowledge of company guidelines, processes, practices and procedures.
  

Knowledge, Skills and Abilities Required

• Exceptional interpersonal skills, with a focus on listening and questioning skills.
  
• Exceptional written and oral English skills and fluency in one other European language (e.g. French, German, Slovak, Czech, Dutch, Italian, Portuguese)
  
• Familiarity with the fundamental principles of ITIL/SLA.
  
• Develop trends by monitoring and analyzing incoming calls, problems and support requests
  
• Field incoming requests to the Service Desk via both telephone and e-mailto ensure courteous, timely and effective resolution of end user issues
  
• Prioritize and schedule problems. Escalate problem (when required) to the appropriately experienced technician
  
• Perform post-resolution follow up activities to requests
  
• Reinforce SLAs to manage end-user expectations
  

General Requirements

• Friendly presence and helpful attitude; good interpersonal skills and ability to work well with others.
  
• Ability to utilize the applications for Microsoft Office for support, reporting and documentation.
  
• Excellent oral and written communication skills.
  
• Ability to provide technical support over the phone; good phone skills, professional demeanor, previous customer service experience strongly desired.
  
• Good problem solving skills; ability to visualize a problem or situation and think abstractly to solve it.
  
• Ability to handle constantly changing flow of traffic; remain productive during slow times, be able to multitask effectively during busy times, exercise patience and professionalism during stressful situations.
  
• Ability to think around problems and come up with creative solutions is helpful.
  
• Ability to work with or without direct supervision.
  

Qualifications

• 1+ year’s work experience in a Service Desk environment
  
• Knowledge of ITIL Process Frameworks desirable
  
• MCSA: Office 365 Solutions Associate desirable
  

If candidates do not possess accreditation, they will be supported in achieving the certification within first 6 months of joining