Preferred Experience:

• As an L1 cloud engineer, should have good understanding of cloud platform, networking, and storage principles with focus on Azure.
• Cloud administration, maintenance, and troubleshooting experience.
• Monitor cloud and infrastructure services to ensure uninterrupted operations.
• Monitor and manage support tickets during assigned shifts, ensuring timely and accurate resolution of issues.
• Respond to alerts and incidents, escalating to higher-level support as necessary.
• Able to provide shift hours support at L1 level
• Experience in updating KB articles and SOPs.
• Request additional information from clients, when necessary, to accurately diagnose and resolve issues.
• Acknowledge and analyse client emails to identify and understand issues. Provide clear guidance and relevant information to resolve first-level issues.
• Escalate complex issues to the internal L2 team and track the progress of these escalations to ensure prompt resolution.
• Well experienced in handling incident, service requests, change requests.
• Passion for delivering timely and outstanding customer service