Job Title: Cloud & Security Support Engineer
Level: Entry to Mid
About the Role
We’re on the hunt for a proactive and customer-focused Support Engineer to join our growing technical team. You’ll be working with technologies like Microsoft 365, Azure, Google Cloud, Microsoft Defender, Sophos, and ESET, providing technical support, troubleshooting, and implementation assistance to a wide range of clients.
If you enjoy solving problems, working with cloud and security platforms, and helping users get the most out of their IT environment, this role is for you.
What You’ll Do
Technical Support & Troubleshooting
- Provide L1–L2 support for Microsoft 365, Azure, and Google Cloud environments.
- Troubleshoot user issues with email, Teams, OneDrive, access, MFA, and mobile device management.
- Resolve security-related issues with Microsoft Defender, Sophos, and ESET products.
Customer Support & Documentation
- Handle support tickets, emails, and chats with professionalism and efficiency.
- Maintain accurate documentation for support cases and technical procedures.
- Collaborate with senior engineers for the escalation and resolution of complex cases.
Service Monitoring & Administration
- Monitor customer environments for alerts and performance using dashboards and endpoint tools.
- Assist in patch management, device enrollment, and configuration compliance checks.
Knowledge Growth & Project Support
- Participate in onboarding new clients and executing small-scale deployment tasks.
- Stay current with new product features and security updates through partner training platforms.
- Track and meet key metrics:
- Ticket resolution time: < 2 hours average
- Customer satisfaction (CSAT): 90 %+
- First Contact Resolution (FCR): 70 %+
- SLA compliance: 95 %+
What You’ll Bring
- 1–3 years of experience in IT support, cloud admin, or helpdesk roles.
- Working knowledge of Microsoft 365, Windows OS, and basic network troubleshooting.
- Familiarity with endpoint security tools (Defender, Sophos, ESET) is a plus.
- Excellent communication skills and a strong sense of accountability.
- Eagerness to learn and grow in a fast-paced IT services environment.
Bonus if you have:
- Microsoft 365 Fundamentals, Azure Fundamentals, or CompTIA certifications.
- Experience with RMM tools, remote support platforms, or service desk systems.
Why Join Us?
- Get hands-on with top-tier cloud and security technologies
- Learn from experienced engineers and grow into senior technical roles
- Access ongoing training and certifications
- Be part of a team that values problem-solving, ownership, and customer success.
Looking to grow your IT career in the cloud and security space? Apply now and let’s build together.
How to apply: Send your CV to our email at [email protected] and fill out the form below. Apply before Tuesday, May 20th, 2025, by 6:00 PM.