Cloud Support Associate

Cloud Ascent

As an Entry-Level Cloud Support Associate, you will provide top-tier technical support for clients using Microsoft cloud solutions. Your responsibilities include troubleshooting and resolving support incidents, ensuring optimal system performance, and documenting technical issues. You will also collaborate with vendors and customers to assist both technical and non-technical users in effectively utilizing Microsoft Cloud technologies, while continuously staying informed on the latest cloud advancements.



Your Role


Technical support:

- Provide remote technical assistance and IT support to customers utilizing Microsoft cloud services, including Microsoft 365, SharePoint Online, OneDrive for Business, Microsoft Intune, Azure, Windows 365, and related Microsoft technologies.

- Investigate and troubleshoot system-related incidents, ensuring timely resolution and accurate documentation of technical issues and user interactions.

- Perform proactive monitoring and routine maintenance of Microsoft cloud environments to ensure optimal performance, security, and availability.

- Assist in the development of technical implementation plans for Microsoft cloud deployments, working closely with internal teams and customers.

- Collaborate with Microsoft Support and escalation teams to resolve complex technical issues efficiently.

- Create and maintain comprehensive technical documentation, including troubleshooting steps and workarounds for recurring issues.

- Assist in IT project implementations by supporting the deployment and configuration of Microsoft cloud solutions alongside the implementation team.

- Conduct on-site customer visits, as needed, to support implementation, training, and ongoing relationship management.

- Work closely with cross-functional teams to understand customer requirements and recommend tailored Microsoft Cloud solutions that align with their business goals.



Customer Communication:

- Engage with customers to thoroughly understand their technical concerns, offering clear communication and timely updates on IT incidents from identification through to resolution.

- Provide high-level training to end-users on IT tools, applications, and industry best practices.



Professional Development/ Training:

- Stay current with the latest cloud technology trends by actively researching and exploring advancements in Microsoft cloud services.

- Create short technical announcements to share updates on new or enhanced Microsoft cloud products and features, promoting knowledge sharing internally and with clients.

- Prepare for and pursue Microsoft certifications to further develop expertise and gain recognized credentials in cloud technologies.



Your Profile

- Bachelor s degree in Information Technology, Computer Science/ Engineering, or any related field.

- 2 3 years of experience in an IT support or cloud support role.

- Strong understanding of Windows 11 operating system features, configuration, and troubleshooting.

- Working knowledge of common cloud computing concepts, including IaaS, PaaS, and SaaS.

- Hands-on experience with Microsoft 365 services (Exchange Online, Teams, OneDrive, SharePoint...).

- Familiarity with Entra ID and Microsoft Intune.

- Strong understanding of Windows Server, DNS, network protocols, and security concepts.

- Experience working with PowerShell for basic automation and scripting.

- 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).