Senior Technical Support Engineer (VTS) - Microsoft

About the role

Ingram Micro is looking for a customer-focused Technical Support Engineer with strong experience in Microsoft Azure and Microsoft 365 to support break-fix scenarios across cloud infrastructure and productivity services. The role focuses on diagnosing issues, resolving incidents and restoring service for partners and customers.

Key responsibilities

• Respond to inbound technical support requests across Azure and Microsoft 365 (Exchange Online, Teams, SharePoint Online, OneDrive, Entra ID)
• Diagnose, troubleshoot and resolve technical problems across cloud services, identity and collaboration platforms
• Investigate service outages, performance issues and configuration-related incidents
• Provide Tier 1-2 support for cloud environments and escalate when required
• Restore service by applying fixes, workarounds or corrective configurations
• Escalate complex platform issues to Microsoft with detailed troubleshooting findings
• Document issues and resolutions in the ticketing system and maintain runbooks, FAQs and technical documentation
• Collaborate with internal teams and vendors, track incidents and follow through within SLA/SLO targets

Required profile

• 2-5 years in technical support, cloud support or a similar role
• Strong troubleshooting skills and a structured problem-solving approach
• Strong communication skills and a customer-focused mindset
• Ability to manage priorities and work on multiple incidents
• Willingness to learn and adapt in a fast-paced environment

Required skills

• Working knowledge of Microsoft Azure and Microsoft 365 services
• Familiarity with the Azure Portal and Microsoft 365 Admin Center
• Basic understanding of networking (DNS, TCP/IP, HTTP/HTTPS)
• Experience with ticketing systems such as Zendesk or Jira
• Nice to have: break-fix troubleshooting, mail flow and identity troubleshooting, PowerShell, ITIL or CSP partner support experience