Cloud Support Engineer

This is a fully remote position, open to applicants in Philippines.

📋 Description

• Deliver Level 2/3 technical support for Microsoft 365, Azure, and on-premises systems.

• Diagnose intricate technical problems and oversee incidents until they are resolved.

• Manage Microsoft 365 services, which include Exchange Online, Teams, SharePoint, OneDrive, Entra ID, and Intune.

• Administer Windows Server, Active Directory, virtualization, endpoints, and network infrastructure.

• Provide support for POS systems, including H&L, along with related hardware and network connectivity.

• Handle support tickets, service requests, and changes via HaloPSA, ensuring thorough documentation and updates for customers.

• Keep technical documentation and knowledge articles updated using Hudu.

• Offer technical guidance and escalation support to Service Desk engineers.

• Conduct system monitoring, maintenance, patching, and health checks.

• Collaborate with third-party vendors to troubleshoot technical issues.

• Recognize recurring issues and suggest enhancements to IT systems and service delivery.

• Aid in infrastructure deployments, migrations, and project activities.

• Adhere to established IT service management and operational procedures.

• Comply with the Organization's Information Security Management System (ISMS), including all relevant information security policies, procedures, standards, and guidelines.

⛳️ Requirements

• Demonstrated Level 2/3 IT support experience, ideally within a Managed Service Provider (MSP).

• Robust technical troubleshooting and problem-solving abilities across both cloud and on-premises environments.

• Experience in supporting medium to large IT infrastructures and various customer environments.

• Capability to manage incidents autonomously, prioritize tasks, and meet service level agreements.

• Familiarity with IT service management, including incident, problem, and change management.

• Exceptional customer service, communication, and stakeholder management skills.

• Proficiency in Microsoft 365 administration and troubleshooting.

• Knowledge of Microsoft Azure, Entra ID, and Intune.

• Understanding of Windows Server, Active Directory, DNS, DHCP, and Group Policy.

• Experience with VMware and Hyper-V virtualization.

• Knowledge of network infrastructure, encompassing LAN, WAN, VPN, VLANs, firewalls, and wireless networks.

• Skills in backup, disaster recovery, and infrastructure maintenance.

• Familiarity with PSA/ITSM tools like HaloPSA and documentation platforms such as Hudu.

• Experience in POS support, particularly with H&L (additional advantage).

• Knowledge of PowerShell scripting and automation (additional advantage).

• AZ-104 and MD-102 certifications (additional advantage).

• Strong analytical, troubleshooting, and problem-solving capabilities.

• Ability to take ownership of technical challenges and ensure prompt resolution.

• Capacity to work independently and cooperate with technical teams.

• Clear communication with customers and internal stakeholders.

• Excellent documentation, organization, and attention to detail.

• Adaptability and initiative in handling diverse customer environments.

🏝️ Benefits

• Highly competitive salary – paid weekly.

• Enrollment in HMO upon commencement.

• Additional HMO dependents added each year of service.

• 20 vacation days per year.

• 7 sick days.

• Annual performance bonuses and incentives.

• Annual salary reviews and increases.

• Complimentary cooked rice, snacks, and hot drinks.

• Company polo shirts provided.

• A fantastic, bright, and cheerful open-plan work environment.

• Engagement with prestigious clients and highly professional, friendly colleagues.

• Flexibility to work from home or the office – your choice.