Azure & Microsoft 365 Support Engineer L3/L4 (Fixed Night shifts)

Why WWT?

At World Wide Technology, we work together to make a new world happen. Our important work benefits our clients and partners as much as it does our people and communities across the globe. WWT is dedicated to achieving its mission of creating a profitable growth company that is also a Great Place to Work for All. We achieve this through our world-class culture, generous benefits and by delivering cutting-edge technology solutions for our clients.

Founded in 1990, WWT is a global technology solutions provider leading the AI and Digital Revolution. WWT combines the power of strategy, execution and partnership to accelerate digital transformational outcomes for organizations around the globe. Through its Advanced Technology Center, a collaborative ecosystem of the world's most advanced hardware and software solutions, WWT helps clients and partners conceptualize, test and validate innovative technology solutions for the best business outcomes and then deploys them at scale through its global warehousing, distribution and integration capabilities.

With over 12,000 employees across WWT and Softchoice and more than 60 locations around the world, WWT's culture, built on a set of core values and established leadership philosophies, has been recognized 14 years in a row by Fortune and Great Place to Work® for its unique blend of determination, innovation and creating a great place to work for all.

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Want to work with highly motivated individuals on high-performance teams? Join WWT India today!

Key Responsibilities

• Resolve Complex Issues:

  Troubleshoot and resolve complex technical issues across Microsoft Azure and Microsoft 365 environments, working independently as the final escalation point for customer incidents.

• Lead Incident Resolution:

  Lead end-to-end incident resolution efforts, including performing thorough RCA on major issues and implementing/documenting effective solutions and outcomes.

• Vendor Escalation Management:

  Create and manage support cases through Microsoft Support as needed, ensuring proper escalation of issues and driving them to timely resolution.

• Azure Infrastructure Support:

  Manage and troubleshoot Azure infrastructure components (Azure Virtual Machines, Storage accounts, Virtual Networks, VPN gateways, ExpressRoute connectivity) during customer issue resolution.

• Microsoft 365 Support:

  Provide advanced support for Microsoft 365 services (Exchange Online, SharePoint Online, Teams, etc.), diagnosing and resolving service-related issues in customer tenants.

• ITIL Process Adherence:

  Adhere to ITIL processes (Incident, Change, and Problem Management) to ensure structured and efficient handling of support requests and changes.

• Documentation:

  Document all troubleshooting steps, RCA findings, and resolutions in the ticketing system or knowledge base for future reference and team knowledge sharing.

• Customer Communication:

  Collaborate with customers and internal teams to provide timely updates and ensure high customer satisfaction throughout the support case lifecycle.

• On-Call Support:

  Participate in an on-call rotation to provide after-hours support for critical incidents as needed, demonstrating flexibility and reliability.

Required Qualifications

• Experience:

  10+ years of experience in a technical support role focused on Microsoft Azure and Microsoft 365 services.

• Azure Expertise:

  Strong expertise in Microsoft Azure infrastructure, including hands-on experience with Azure Virtual Machines, Storage, Virtual Networks, VPN, and ExpressRoute.

• Escalation Handling:

  Proven experience creating, escalating, and managing support cases with Microsoft to drive complex issues to resolution.

• Troubleshooting Skills:

  Strong problem-solving abilities with a proven ability to lead complex troubleshooting efforts, perform thorough Root Cause Analysis (RCA), and clearly document resolution steps.

• Independent Ownership:

  Self-motivated and able to work independently with minimal supervision, taking ownership of complex issues and driving them to resolution.

• ITIL Knowledge:

  Familiarity with ITIL best practices (Incident, Problem, Change Management) and experience integrating these processes into day-to-day support operations.

• On-Call Availability:

  Flexibility to be part of an on-call rotation for after-hours (and occasional weekend) support when required.

Preferred Qualifications

• Certification:

  Microsoft Azure Administrator certification (e.g., AZ-104) or equivalent.

• Scripting:

  Proficiency in PowerShell scripting for automation and advanced troubleshooting tasks.

• Microsoft 365 Expertise:

  Hands-on experience with Microsoft 365 administration (Exchange Online, SharePoint Online, Teams, etc.).

Shifts: This role involve Fixed Night shifts