Azure Cloud Support Specialist

Are you ready to get ahead in your career?
- We want to empower you turn your ambitions into achievements.
- We thrive in inclusiveness, diversity and embrace close collaborations for you to create impact for yourself and others.
- Together, we aim to bring the best of technology to help people, businesses and the nation to be ahead in a changing world.
- To realise our vision to become Malaysia’s leading converged solutions company, we are looking for a new talent to innovate and grow with us in a culture that values commitment, performance and possibilities.

Why does this job exist and why is it critical?

1. Providing Level 2 Support to investigate and resolve simple to complex Azure Cloud-related issues in the Customer’s environment within the Service Level Agreements.

2. This role is for a dynamic and enthusiastic Cloud Support Specialist who enjoys working in a customer-facing environment.

3. They will be a solid team player with strong communication skills who understand how to deliver excellence in technical solutions.

4. Great products and technologies effectively to audiences of varied technical knowledge.

5. Collaborating with the other Support Teams and stakeholders to troubleshoot & diagnose issues quickly and relaying communication & updates back to the customer.

6. Carrying out proactive and schedule operational procedures like server patching, organizing cloud resources, and consolidating logs & reports.

7. Implementation of low to high severity Change Requests on customer’s Production Cloud environment.

9. Utilizing a variety of Tools & Software for Cloud Infrastructure Operations procedures and IT Service Management processes.

10. Providing Root Cause Analysis reports to explain the cause of Incidents to the Customer.

11. Escalating key issues to Microsoft Support Team for any platform-related issues.

12. Working flexibly in shifts and rotations to be able to provide continuous support to customers 24/7.

What do you need to have for the role?

Formal Education

Bachelors Degree

Specialised in: Computer Science or related qualification

Work Experience

Total Work Experience: 4 to 6 years

Total Relevant Experience: 3 to 4 years
- At least 3 years of experience in Professional IT Services with consulting & Implementation experience in Infrastructure, Microsoft Exchange/Windows Server/Office 365/M365/Azure Cloud and Mobile Device Management
- Communicate with corporate customers via telephone, written correspondence, or electronic service regarding problems identified in Microsoft software products and manage relationships with those customers.
- Demonstrated experience & knowledge with Microsoft O365/M365, Azure Cloud, Exchange, AD platform, Security
- Understanding of Microsoft Identity and Access Management products such as Azure AD, ADFS, Azure AD Connect, Conditional Access, Azure AD Proxy, SAML and Active Directory Domain Services.
- Be flexible to work in different shifts.
- Acquire & coordinate resources from other groups as needed to resolve customer issues.
- Manage hot issues by setting customer expectations, devising action plans, and professionally communicating to all parties involved.
- Share knowledge with other engineers and develop customer solutions efficiently.
- Communicate technically complex information with Microsoft’s developer customers via telephone, written correspondence, and electronic services.
- Create advanced technical content including Microsoft Knowledge Base articles, samples, whitepapers, and training.
- Own and participate in regular technical triage meetings to share knowledge with other engineers and help them develop efficient solutions to their customers.
- Drive resolution of critical situations (CritSits) and ensure smooth execution through the life of the crisis by adherence to processes and guidelines.
- Experienced in the ITIL Concepts of IT Service Management and how it applies to IT Customer Support, Ticket Resolutions and Escalations.
- Experienced in using ServiceNOW or other equivalent ITSM Tool to manage Customer Service Management engagements.
- Proficient in communicating to stakeholders in English

What’s next?

Maxis values diverse voices & people. We hire and reward our employees based on capability & performance — regardless of ethnicity, gender, age, education, religion, nationality or physical ability.