Job Description

As an entry-level Cloud Support Associate, you will be responsible for providing exceptional technical assistance to clients utilizing Microsoft cloud-based solutions and products. Your role involves identifying, resolving, and documenting technical support incidents and ensuring optimal system performance. Additionally, you will collaborate closely with different vendors and customers, guiding both technical and non-technical users in the effective use of Microsoft Cloud technologies, while staying up to date with the latest advancements in cloud technology.

Your Role
Technical support:

• Provide remote technical assistance and IT support to customers using Microsoft cloud services, including Microsoft 365, SharePoint Online, Intune, Azure, Windows 365, and other related products.
• Investigate, troubleshoot, and document system-related incidents and end-user interactions.
• Proactively monitor and perform regular maintenance for cloud infrastructure and services.
• Develop technical plans for new deployments in collaboration with designated team members and the customer.
• Communicate with Microsoft's support escalation team to expedite the resolution of challenging technical issues.
• Develop and maintain technical documentation for methods, techniques, and workarounds used in IT troubleshooting scenarios.
• Shadow other team members in IT project implementations to gain practical insights and hands-on experience.
• Conduct regular customer onsite visits when required for effective communication and collaboration.
• Collaborate with team members to better understand customer needs and offer suitable Microsoft Cloud solutions.

Customer Communication:

• Communicate effectively with customers to understand and clarify their technical concerns, providing guidance and updates on IT incidents from occurrence to resolution.
• Provide high-level training to end-users on IT tools, applications, and industry best practices.

Professional Development/ Training:

• Conduct ongoing research to stay up to date with the latest advancements in cloud technology.
• Write technical announcements about new or existing Microsoft cloud-based products or features to support internal and external knowledge sharing.
• Prepare for Microsoft certification exams to enhance skills and earn relevant certifications.

Your Profile

• Bachelor’s degree in Information Technology, Computer Science/ Engineering, or any related field.
• 0-2 years of relevant experience.
• Basic knowledge of Windows 11 operating systems.
• General understanding of cloud computing concepts.
• Knowledge or experience with Microsoft Cloud technologies and cybersecurity solutions is a plus.
• Proven ability to work independently and as part of a collaborative team.
• Excellent communication and collaboration skills (both verbal and written), with a strong customer-centric approach.
• Ability to effectively convey technical information to both technical and non-technical audiences.
• Strong attention to detail, excellent problem-solving skills, and the ability to perform well under pressure.
• Experience in coordinating with cross-functional teams and managing dependencies.
• Eagerness to continuously learn and apply new Microsoft technologies.
• Proficient in English and Arabic (French is a plus).

Company Profile