Associate Technical Consultant - Cloud Services

Global Client Engagement & Communication: Serve as the primary, high-touch point of contact for international stakeholders, delivering clear, articulate, and cross-culturally sensitive communication (both verbal and written) to manage user expectations and technical escalations effectively.

Advanced Tier-2 Technical Troubleshooting: Provide end-to-end, root-cause troubleshooting for complex hardware, software, operating systems, networking, and enterprise SaaS/application issues across global client environments.

Incident Management & SLA Compliance: Take ownership of escalated incidents and complex service requests within IT service management (ITSM) tools, ensuring swift resolution and strict adherence to international Service Level Agreements (SLAs).

User & Systems Administration: Administer identity and access management (Active Directory, Microsoft Entra ID / Azure AD), email systems, and enterprise tools, overseeing onboarding, permissions, and security policies.

Escalation & Vendor Management: Act as the liaison between L1 service desks, internal L3/Infrastructure teams, and external vendor partners to diagnose and resolve high-impact or persistent technical issues.

ITIL Alignment & Process Adherence: Follow ITIL frameworks and standard operating procedures (SOPs) to maintain consistent, high-quality, and secure service delivery across different time zones.

Knowledge Management: Author clear, detailed post-incident reports, technical SOPs, and Knowledge Base (KB) articles to optimize internal support workflows and continuous team learning.

Customer Satisfaction & Proactive Updates: Maintain high CSAT scores by practicing active listening, providing regular empathetic status updates during outages, and delivering a polished end-user experience for foreign business clients.

Technical & System Skills

Operating Systems Proficiency: Intermediate to advanced administration and troubleshooting of Windows, macOS, and Linux desktop/server environments.

Microsoft 365 & Enterprise Applications: Practical experience managing M365 services (Exchange Online, Teams, OneDrive, SharePoint, Entra ID / Azure AD), including user provisioning, license management, and mail flow troubleshooting.

Networking & Infrastructure: Deep understanding of networking fundamentals (TCP/IP, DNS, DHCP, VPNs, Firewalls, VLANs) with the ability to diagnose connectivity issues using tools like ping, traceroute, and nslookup.

Hardware & Peripherals: Advanced troubleshooting of enterprise desktops, laptops, printers, peripheral hardware, and conferencing setups.

Analytical & Process Skills

L2 Escalation & Root-Cause Analysis: Strong diagnostic skills to investigate complex, non-routine technical issues, analyze log files, and drive permanent resolutions beyond basic surface-level fixes.

ITSM & SLA Management: Hands-on experience with enterprise ticketing tools (e.g., ServiceNow, ManageEngine, Jira Service Management) adhering strictly to ITIL framework and SLA targets.

Communication & Soft Skills (Global Focus)

International Client Communication: Exceptional verbal and written English communication skills, with a refined tone, strong active listening, and cross-cultural awareness suited for direct foreign client interaction.

De-escalation & Expectation Management: Ability to communicate technical concepts clearly to non-technical stakeholders, manage client anxiety during critical outages, and deliver professional status updates.

Adaptability & Resilience: Proven ability to work productively under pressure, manage competing priorities in high-volume environments, and adapt to flexible shift schedules (including international time zones).

Disclaimer: This job posting & Location has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.