Sr. IT Support Engineer (Office 365) (C-032469)

Job Timings: 8am-5pm Central Time (US) (6pm-3am PKT) Cloudelligent is Cloud-native consultancy and AWS Advanced consulting partner! We specialize in providing bespoke cloud solutions to the SMB & enterprise segments as well as the public sector (Non-Profit Organizations). Being a next-gen cloud service provider, Cloudelligent helps small businesses & medium/large enterprises to break free from hardware lifecycle and capital expenditures, allowing them to make the most out of their cloud investment. We have an international footprint with a diverse team of domain experts, and we are customer obsessed. Job Objective The Sr. IT Support Engineer will be required to provide ongoing service desk support and perform cloud application and infrastructure maintenance for all levels (L1-L3). Participates in daily support huddles and internal meetings and coordinates core systems troubleshooting. The position frequently guides clients with preparing their local IT environments and supports them with the post-implementation of our on-premises solutions. The role also requires a broad knowledge of cloud infrastructure, hardware environments, and software components, combining elements of a technical services support technician and service desk analyst. The appropriate candidate will have strong customer service skills and use their technical expertise to take ownership of client relations and support tickets to resolve them. Responsibilities: Responsible to support Level 1 – Level 3 tickets Troubleshoot, configure, and provide solutions to diverse technical issues associated with supporting proprietary company and third-party software, desktop and server operating systems, email servers, web servers, database servers, virtual desktops, terminal servers, and network topologies. Contribute to the technical support knowledge base. Meet or exceed IT support productivity standards and metrics. Proactively identify opportunities for improvement and present them to the team for review and approval. Provide timely status updates to users and management. Install and configure proprietary company software in client environments, including installation of required MS-SQL databases. Required Technical Experience/Expertise: Strong knowledge of MS-Office, including Office365, with an emphasis on advanced features of MS-Outlook (versions 2003 to current). Hands-on experience in configuring MS-Exchange for effective email and collaboration solutions. Proficient in installing, configuring, and troubleshooting Microsoft Internet Information Services (IIS). Capable of troubleshooting IIS by analyzing ISS logs and monitoring application pool status. Familiarity with IT management support and ticketing tools like ZenDesk to efficiently address user issues and requests. Interfacing with clients 100% of the time. Most of the troubleshooting is jumping on a virtual call. Demonstrated knowledge and applied experience in troubleshooting techniques to resolve IT issues efficiently. Preferred Technical Experience/Expertise: Install and configure proprietary company software in client environments, including installation of required MS-SQL databases with familiarity with backups and restoring SQL databases, ensuring data integrity and availability. Working knowledge of SQL to write and update queries. Skilled in installing and configuring software within a virtual desktop environment (VDI), including Citrix and Windows Terminal Service Environment. Requirements: Bachelor’s degree in software/computer engineering, computer science, or a related field. 5+ years of relevant experience and a focus on telephone support. Excellent communication and interpersonal skills, with the ability to collaborate effectively with cross-functional teams. Proven ability to work independently and prioritize tasks in a fast-paced environment. Ability to telecommute and work with a geographically distributed team. #J-18808-Ljbffr