cloud support engineer

Akamai

<div>Would you like the opportunity to solve complex technical challenges in the cloud for our prestigious customers?
Are you passionate about ensuring customer success?
Join our global Cloud Support Team
Akamai Cloud Support is a collaborative team focused on delivering exceptional experiences to strategic APJ accounts. The group works together on complex platforms to resolve issues efficiently while fostering shared learning. Knowledge-sharing and feedback are key to improving Akamai's products and services, ensuring continuous growth and customer satisfaction.
Make a difference to our customers
This strategic role serves as the primary customer contact, resolving complex technical issues and collaborating with stakeholders for effective solutions. Additionally, it involves proactively identifying and addressing risks to minimize potential disruptions for clients.
As a Cloud Support Engineer, you will be responsible for:
<ul><li>Providing effective resolutions to customer inquiries via support tickets, emails, phone calls, and live chat, ensuring prompt and professional assistance.
</li><li>Working independently to manage incidents and escalations to closure
</li><li>Collaborating with Accounts, Sales, Services, Engineering, and Support teams to ensure customer success on the Akamai platform
</li><li>Managing customer support of special high-profile events, such as the Olympics. World cup and other global events
</li></ul>Do what you love
To be successful in this role you will:
<ul><li>Possess 2 to 4 relevant experience in computer science, engineering, MIS, or related field equivalent qualifications.
</li><li>Demonstrate understanding of fundamental computing concepts: Linux, Virtualization and Cloud Computing technologies like Containers, Kubernetes, VPCs, Storage
</li><li>Show expertise in Internet flow, IP networks, DNS, routing, firewalls, and communication protocols like HTTP, TCP/IP, RTMP, or UDP.
</li><li>Provide expertise on web applications and deliver technical solutions while offering customer support effectively.
</li><li>Demonstrate ability to communicate professionally with customers and collaborate with internal stakeholders
</li><li>Demonstrate aptitude for building trusted relationships with customers and team members
</li><li>Have language proficiency: English communication skills to support a diverse enterprise customer base.
</li></ul>Build your career at Akamai
Our ability to shape digital life today relies on developing exceptional people like you. The kind that can turn impossible into possible. We&rsquo;re doing everything we can to make Akamai a great place to work. A place where you can learn, grow and have a meaningful impact.
With our company moving so fast, it&rsquo;s important that you&rsquo;re able to build new skills, explore new roles, and try out different opportunities. There are so many different ways to build your career at Akamai, and we want to support you as much as possible. We have all kinds of development opportunities available, from programs such as GROW and Mentoring, to internal events like the APEX Expo and tools such as Linkedin Learning, all to help you expand your knowledge and experience here.
Learn more
Not sure if this job is the right match for you or want to learn more about the job before you apply? Schedule a 15-minute exploratory call with the Recruiter and they would be happy to share more details.</div>

Cloud Support Engineer

Ericsson

<div><div><div><div><h2 class="jobSectionHeader">About this opportunity:</h2>
</div><div>
We are the Customer Support IP, Core and Cloud team. We work with the latest telecommunication products like 5G Core to provide a world class after sales support service to our customers in Middle East and Africa. We combine the knowledge of our experts with artificial intelligence, machine learning, and analytics to detect and resolve network issues or anomalies before they impact the network performance. Become part of our growing team and play a part in Ericsson&rsquo;s vision of a sustainable and connected future. Join us in making the unimaginable possible!
Find more information at: Network Support Services powered by AI and ML - Ericsson 
Ericsson Cloud Infrastructure provides proven, open, standards-based solutions to service provider applications and network functions for 5G. These on-premises cloud infrastructure solutions fit both virtual and cloud native applications. All our cloud infrastructure solutions, from our market-leading system-verified NFVI solution to our newest Cloud Native Infrastructure solution on bare-metal deliver fast deployment, short time to market for new services, and low total cost of ownership (TCO). 
We are looking for a Cloud Solution Support Expert, who will be responsible for analysing, learning, orchestrating, and troubleshooting customer solutions during E2E network level problems across Market Area Middle East Africa telecom operators. In this role, you will also be working with different telco applications teams for resolving the cloud infrastructure &amp; IP Infrastructure related problems. The role demands extensive technical skills to define the problem statement and connect various application and infra layer outcomes to narrow down the issue to resolve it at a faster pace.</div></div><div><div><h2 class="jobSectionHeader">
What you will do:</h2>
</div><div><ul><li>Investigate, deliver remedy &amp; restorations, and produce solutions to CSRs (Customer Service Requests) reported by customers</li><li>
Work within well-defined system support guidelines.</li><li>
Participate in software upgrades and update.</li><li>
Should be able to use support tools for ticket handling.</li><li>
Ensure customer satisfaction with the performance of installed systems by successful handling and reporting of all technical problems.</li><li>
Provide regular progress updates in the support system for each assigned support issue.</li><li>
Through contact with external customers and internal support functions gather data and information about any specific problem that has been reported</li><li>
Actively engage in communication with other engineers for the purpose of knowledge sharing etc.</li><li>
If the CSR cannot be answered/solved within the time limit, escalate the Trouble report to next level of competence units.</li><li>
Evaluation of answers and solutions received from higher competence units to verify that the answer/ solution will clear the problem reported by the customer.</li><li>
In the line of supporting our products, identify possible improvements to the products that will make them more maintainable and user friendly.</li><li>
Document these possible improvements in Requirement Specifications as input to the design of new generations of the products.</li><li>
Registration of new known solutions and updating of existing known solutions based on the answers / solutions developed within own Line-organization or received from elsewhere.</li><li>
Handover of problems that are deemed necessary to be continuously worked on to an individual at the next organization within the &ldquo;Follow the Sun&rdquo; concept.</li><li>
Maintain system configuration records for SW, Market Features and Network</li><li>
Configurations for assigned customer.</li><li>
Giving guidance in developing Operation &amp; Maintenance instructions Implementation of proactive maintenance procedures.</li><li>
Work with Configuration Management to access needed information for standard and customized solutions.</li><li>
Isolate the product faults and raise the Trouble report ( TR). Evaluate the answer provided to TR and support design unit to reproduce the fault.</li><li>
Ensure the quality of Emergency corrections and Intermediate correction packages delivered to customer.</li><li>
May need to work in shifts and Emergencies Support Rota. 
Initiatives will be continuously required to improve the working efficiency of the team to bring it to accepted Global practices.</li><li>
Lead and execute the implementation of new software releases.</li><li>
Writing documents for fault analysis/ RCA along with required preventive and corrective actions.</li><li>
24*7 availability as per support guidelines</li></ul></div></div><div><div><h2 class="jobSectionHeader">
The skills you bring:</h2></div><div> 
<ul><li>
Academic degree, minimum on bachelor level, in engineering (IT, Telecom) along with 
5 years&rsquo; experience in support, operation or integration in Cloud and IP domain</li><li>
Deep Knowledge of Linux (Ubuntu/RedHat desirable) including extensive Hands on and Administration</li><li>
IP Networking knowledge (switching/routing/firewall)</li><li>
Troubleshooting skills on Routers, Switches and Firewalls (Juniper, Extreme, F5, CISCO, Fortinet)</li><li>
Virtualization (KVM/VMware)</li><li>
Mirantis / RedHat Open stack Knowledge</li><li>
Scripting languages (Python, Shell, Perl etc.)</li><li>
MySQL database knowledge /Administration</li><li>
Understanding of standards in cloud domain.</li><li>
Virtual Machines internetworking knowledge</li><li>
Software Defined Networking (SDN)</li><li>
Data center Management of large-scale IT infrastructure</li><li>
DELL/HP server platforms knowledge</li><li>
Extreme/Pluribus/Cisco switches/routers knowledge</li><li>
Open Virtual Switch (OVS) knowledge</li><li>
Knowledge of storage technologies &ndash; EMC VNX, SCALEIO etc.</li><li>
Software defined Storage &ndash; Nexenta</li><li>
Dockers/containers using Linux.</li><li>
Strong analytical skills.</li></ul></div></div></div>
Why join Ericsson?At Ericsson, you&acute;ll have an outstanding opportunity. The chance to use your skills and imagination to push the boundaries of what&acute;s possible. To build solutions never seen before to some of the world&rsquo;s toughest problems. You&acute;ll be challenged, but you won&rsquo;t be alone. You&acute;ll be joining a team of diverse innovators, all driven to go beyond the status quo to craft what comes next. 
 
What happens once you apply?Click Here to find all you need to know about what our typical hiring process looks like.Encouraging a diverse and inclusive organization is core to our values at Ericsson, that's why we champion it in everything we do. We truly believe that by collaborating with people with different experiences we drive innovation, which is essential for our future growth. We encourage people from all backgrounds to apply and realize their full potential as part of our Ericsson team. Ericsson is proud to be an Equal Opportunity Employer. learn more. 
Primary country and city: Egypt (EG) || Cairo
Req ID: 781143</div>

Canonical

<div>
 Canonical is a leading provider of open source software and operating systems to the global enterprise and technology markets. Our platform, Ubuntu, is very widely used in breakthrough enterprise initiatives such as public cloud, data science, AI, engineering innovation and IoT. Our customers include the world's leading public cloud and silicon providers, and industry leaders in many sectors. The company is a pioneer of global distributed collaboration, with 1100+ colleagues in 75+ countries and very few office based roles. Teams meet two to four times yearly in person, in interesting locations around the world, to align on strategy and execution.
 
 
 The company is founder led, profitable and growing.
 
 
 We are hiring a Cloud Support Engineer to deliver an outstanding technical support experience on the full cloud technical stack at Canonical. Combine your Linux support and software engineering skills, passion for technology, and your general knowledge of the full stack, from hardware to application, networking, Linux and open source, to help customers get the most from their solution from Canonical. Our team provides exceptional technical support and engineering solutions to help customers with everything open source from Ubuntu Server and Desktop to OpenStack and Kubernetes. This is an exceptional opportunity for an open source technologist who enjoys solving problems under pressure. If you have a passion for the latest open source technologies, technical support, cloud-native development, data-center technologies such as OpenStack, Kubernetes and networking, you will love the Cloud Support Engineer role at Canonical.
 
 
 
 Location:
 
 This role is office-based in Riyadh, Saudi Arabia. Candidates must be based there or have the ability to relocate.
 
 
 
 The role entails
 
 
 
 <ul>
 <li>
 Apply your knowledge of Linux virtualisation using Libvirt/KVM, containers and Kubernetes along with your knowledge of TCP/IP networking to support customised solutions for our customers.
 </li>
 <li>
 Be the technical authority and demonstrate your experience with popular open source software such as PostgreSQL, Corosync/Pacemaker, MongoDB, MySQL and Apache.
 </li>
 <li>
 Provide advice on deployed architecture, implementing solutions for complex problems and guiding customers to successful data-center infrastructure operations
 </li>
 <li>
 Communicate regularly with the customer team about ongoing issues
 
 
 </li>
 </ul>
 
 What we are looking for in you
 
 
 
 <ul>
 <li>
 Professional written and spoken English with excellent presentation skills
 </li>
 <li>
 Exceptional academic track record from both high school and university
 </li>
 <li>
 Undergraduate degree in a technical subject or a compelling narrative about your alternative chosen path
 </li>
 <li>
 Track record of going above-and-beyond expectations to achieve outstanding results
 </li>
 <li>
 Hands-on and extensive working experience in:
 </li>
 <ul>
 <li>
 Virtualization / Cloud - primarily using KVM or OpenStack.
 </li>
 <li>
 Containers - especially with Docker, LXD/LXC, or Kubernetes.
 </li>
 <li>
 Storage technologies - block, object and network.
 </li>
 </ul>
 <li>
 Cloud computing expertise in provisioning, monitoring, orchestration, etc.
 </li>
 <li>
 
 Professional experience with OpenStack and/or Ceph is a strong plus
 
 </li>
 <li>
 Open source development or scripting experience
 </li>
 <li>
 Extensive Customer support experience is key:
 </li>
 <ul>
 <li>
 Customer needs are top priority.
 </li>
 <li>
 Communicate professionally, emphatically, clearly and set the right expectations.
 </li>
 </ul>
 <li>
 Ability to travel internationally twice a year for company events up to two weeks long.
 
 </li>
 </ul>
 
 What we offer colleagues
 
 
 
 We consider geographical location, experience, and performance in shaping compensation worldwide. We revisit compensation annually (and more often for graduates and associates) to ensure we recognise outstanding performance. In addition to base pay, we offer a performance-driven annual bonus or commission. We provide all team members with additional benefits, which reflect our values and ideals. We balance our programs to meet local needs and ensure fairness globally.
 
 
 <ul>
 <li>
 Distributed work environment with twice-yearly team sprints in person
 </li>
 <li>
 Personal learning and development budget of USD 2,000 per year
 </li>
 <li>
 Annual compensation review
 </li>
 <li>
 Recognition rewards
 </li>
 <li>
 Annual holiday leave
 </li>
 <li>
 Maternity and paternity leave
 </li>
 <li>
 Employee Assistance Programme
 </li>
 <li>
 Opportunity to travel to new locations to meet colleagues
 </li>
 <li>
 Priority Pass, and travel upgrades for long haul company events
 
 
 </li>
 </ul>
 
 About Canonical
 
 
 
 Canonical is a pioneering tech firm at the forefront of the global move to open source. As the company that publishes Ubuntu, one of the most important open source projects and the platform for AI, IoT and the cloud, we are changing the world of software. We recruit on a global basis and set a very high standard for people joining the company. We expect excellence - in order to succeed, we need to be the best at what we do. Most colleagues at Canonical have worked from home since its inception in 2004. Working here is a step into the future, and will challenge you to think differently, work smarter, learn new skills, and raise your game.
 
 
 
 Canonical is an equal opportunity employer
 
 
 
 We are proud to foster a workplace free from discrimination. Diversity of experience, perspectives, and background create a better work environment and better products. Whatever your identity, we will give your application fair consideration.
 
 
</div>

Dedicated Cloud Support Engineer, Saudi Arabia

<div>Canonical is a leading provider of open source software and operating systems to the global enterprise and technology markets. Our platform, Ubuntu, is very widely used in breakthrough enterprise initiatives such as public cloud, data science, AI, engineering innovation and IoT. Our customers include the world's leading public cloud and silicon providers, and industry leaders in many sectors. The company is a pioneer of global distributed collaboration, with 1100+ colleagues in 75+ countries and very few office based roles. Teams meet two to four times yearly in person, in interesting locations around the world, to align on strategy and execution.

The company is founder led, profitable and growing.

We are hiring a Cloud Support Engineer to deliver an outstanding technical support experience on the full cloud technical stack at Canonical. Combine your Linux support and software engineering skills, passion for technology, and your general knowledge of the full stack, from hardware to application, networking, Linux and open source, to help customers get the most from their solution from Canonical. Our team provides exceptional technical support and engineering solutions to help customers with everything open source from Ubuntu Server and Desktop to OpenStack and Kubernetes. This is an exceptional opportunity for an open source technologist who enjoys solving problems under pressure. If you have a passion for the latest open source technologies, technical support, cloud-native development, data-center technologies such as OpenStack, Kubernetes and networking, you will love the Cloud Support Engineer role at Canonical.

Location: This role is office-based in Riyadh, Saudi Arabia. Candidates must be based there or have the ability to relocate.
<h4 class="jobSectionHeader">
The role entails</h4>
<ul><li>Apply your knowledge of Linux virtualisation using Libvirt/KVM, containers and Kubernetes along with your knowledge of TCP/IP networking to support customised solutions for our customers.</li>
<li>Be the technical authority and demonstrate your experience with popular open source software such as PostgreSQL, Corosync/Pacemaker, MongoDB, MySQL and Apache.</li>
<li>Provide advice on deployed architecture, implementing solutions for complex problems and guiding customers to successful data-center infrastructure operations</li>
<li>Communicate regularly with the customer team about ongoing issues</li>
</ul><h4 class="jobSectionHeader">What we are looking for in you</h4>
<ul><li>Professional written and spoken English with excellent presentation skills</li>
<li>Exceptional academic track record from both high school and university</li>
<li>Undergraduate degree in a technical subject or a compelling narrative about your alternative chosen path</li>
<li>Track record of going above-and-beyond expectations to achieve outstanding results</li>
<li>Hands-on and extensive working experience in:</li>
<li><ul><li>Virtualization / Cloud - primarily using KVM or OpenStack.</li>
<li>Containers - especially with Docker, LXD/LXC, or Kubernetes.</li>
<li>Storage technologies - block, object and network.</li>
</ul></li><li>Cloud computing expertise in provisioning, monitoring, orchestration, etc.</li>
<li>Professional experience with OpenStack and/or Ceph is a strong plus</li>
<li>Open source development or scripting experience</li>
<li>Extensive Customer support experience is key:</li>
<li><ul><li>Customer needs are top priority.</li>
<li>Communicate professionally, emphatically, clearly and set the right expectations.</li>
</ul></li><li>Ability to travel internationally twice a year for company events up to two weeks long.</li>
</ul><h4 class="jobSectionHeader">What we offer colleagues</h4>

We consider geographical location, experience, and performance in shaping compensation worldwide. We revisit compensation annually (and more often for graduates and associates) to ensure we recognise outstanding performance. In addition to base pay, we offer a performance-driven annual bonus or commission. We provide all team members with additional benefits, which reflect our values and ideals. We balance our programs to meet local needs and ensure fairness globally.
<ul>
<li>Distributed work environment with twice-yearly team sprints in person</li>
<li>Personal learning and development budget of USD 2,000 per year</li>
<li>Annual compensation review</li>
<li>Recognition rewards</li>
<li>Annual holiday leave</li>
<li>Maternity and paternity leave</li>
<li>Employee Assistance Programme</li>
<li>Opportunity to travel to new locations to meet colleagues</li>
<li>Priority Pass, and travel upgrades for long haul company events</li>
</ul><h4 class="jobSectionHeader">About Canonical</h4>

Canonical is a pioneering tech firm at the forefront of the global move to open source. As the company that publishes Ubuntu, one of the most important open source projects and the platform for AI, IoT and the cloud, we are changing the world of software. We recruit on a global basis and set a very high standard for people joining the company. We expect excellence - in order to succeed, we need to be the best at what we do. Most colleagues at Canonical have worked from home since its inception in 2004. Working here is a step into the future, and will challenge you to think differently, work smarter, learn new skills, and raise your game.
<h4 class="jobSectionHeader">
Canonical is an equal opportunity employer</h4>

We are proud to foster a workplace free from discrimination. Diversity of experience, perspectives, and background create a better work environment and better products. Whatever your identity, we will give your application fair consideration.

#LI-remote</div>

HR Ways

Role Overview &ndash; IT And Cloud Support Engineer| Onsite | IslamabadJob Description:We are seeking a highly motivated and experienced Cloud Support Engineer to join our dynamic team. In this role, you will be responsible for maintaining, managing, and troubleshooting cloud infrastructure and on-premises environments, supporting cloud-based applications and services, and collaborating with various departments to ensure seamless IT operations, ensuring alignment with organizational goals and compliance with applicable policies and procedures.The ideal candidate will possess a robust background in cloud technologies, IT infrastructure management, and technical support for cloud-based services, with a proven ability to manage complex projects and lead diverse teams effectively.Key Responsibilities:<ul><li>Provide Level 2/3 support for Azure cloud environments, ensuring high availability, performance, and security of Azure resources.</li></ul><ul><li>Manage, monitor, and troubleshoot Azure Virtual Desktop (AVD) environments, including host pools, session hosts, FSLogix profiles, and user access issues.</li></ul><ul><li>Administer and support core Azure infrastructure components such as Virtual Machines, Virtual Networks, Load Balancers, Azure Firewall, NSGs, and Storage Accounts.</li></ul><ul><li>Perform root cause analysis and resolution for incidents related to compute, networking, storage, and identity within Azure.</li></ul><ul><li>Implement and manage Azure Active Directory / Microsoft Entra ID, including RBAC, Conditional Access, MFA, and identity integrations.</li></ul><ul><li>Monitor Azure resources using Azure Monitor, Log Analytics, Application Insights, and alerts, ensuring proactive issue detection.</li></ul><ul><li>Support backup, disaster recovery, and business continuity solutions using Azure Backup and Azure Site Recovery.</li></ul><ul><li>Apply security best practices, including secure networking, encryption, Key Vault usage, and Defender for Cloud recommendations.</li></ul><ul><li>Assist with patch management, OS updates, and image management for Azure VMs and AVD session hosts.</li></ul><ul><li>Work closely with DevOps, security, and application teams to support deployments and resolve infrastructure-related issues.</li></ul><ul><li>Maintain technical documentation, runbooks, and incident reports.</li></ul><ul><li>Support change management activities and ensure adherence to SLAs and operational standards.</li></ul>Qualifications:﻿﻿Bachelors degree in a relevant field such as Computer Science, Software Engineering or equivalent combination of education and experience.Experience and Skills:Azure Services:&middot; Azure Virtual Machines, Azure Virtual Desktop (AVD)&middot; Azure Virtual Networks, VPN, NSG, Load Balancer, Azure Firewall&middot; Azure Storage (Blob, File Shares, FSLogix)&middot; Azure Backup &amp; Site RecoveryIdentity &amp; Security:&middot; Azure AD / Entra ID, RBAC, MFA, Conditional Access&middot; Azure Key Vault, Defender for CloudMonitoring &amp; Operations:&middot; Azure Monitor, Log Analytics, Alerts&middot; Incident troubleshooting and performance tuningAutomation &amp; Tools (Preferred):&middot; PowerShell and/or Azure CLI&middot; Infrastructure-as-Code exposure (ARM, Bicep, or Terraform &ndash; nice to have)Soft Skills:&middot; Strong troubleshooting and analytical skills&middot; Clear communication and documentation skills&middot; Ability to work in a fast-paced support environmentPreferred Qualifications (Optional)&middot; Azure Administrator AZ-104Other Details:﻿Location: Islamabad, PakistanWork Timings: Mon - Fri 9:00 AM - 5:00 PMWork Mode: Onsite﻿Benefits: ﻿- Medical Insurance (employee+ Dependent)- Gratuity(one Extra Salary per year)- Annual Performance Bonus- Free Lunch﻿﻿About HR Ways: ﻿ ﻿﻿HR Ways is an Award winning Technical Recruitment Firm helping software houses and IT Product companies internationally and locally to find IT Talent. HR Ways is engaged by 300+ Employers worldwide ranging from worlds biggest SaaS Companies to most competitive Startups. We have entities in Dubai, Canada, US, UK, Pakistan, India, Saudi Arabia, Portugal, Brazil and other parts of the world. Join our WhatsApp Channel https://shorturl.at/983az to stay updated or visit www.hrways.co to know more.Job Type: Full-timeWork Location: In person

Aws+Node Developer

ProcDNA

<div>About ProcDNA:
ProcDNA is a global rocket ship in life sciences consulting. We fuse design thinking with cutting-edge tech to create game-changing Commercial Analytics and Technology solutions for our clients. We're a passionate team of 350+ across 8 offices, all growing and learning together since our launch during the pandemic. Here, you won't be stuck in a cubicle - you'll be out in the open water, shaping the future with brilliant minds. Ready to join our epic growth journey?
Role Summary
ProcDNA is seeking an experienced and proactive IT Support Engineer (L2) to support and manage day-to-day IT operations across end-user computing, Microsoft 365, collaboration platforms, and cloud environments. This role goes beyond first-level support and focuses on advanced troubleshooting, platform administration, issue ownership, and mentoring of L1 engineers.
The L2 Engineer acts as a key escalation point, supports cloud and collaboration platforms (M365, SharePoint, Azure, AWS), and ensures stable, secure, and efficient IT services aligned with business needs.
Key Responsibilities:
Advanced End-User &amp; Workplace Support
<ul><li>Act as an L2 escalation point for end-user issues unresolved by L1 support.
</li><li>Troubleshoot complex issues related to desktops, laptops, operating systems, peripherals, and enterprise applications.
</li><li>Provide advanced support for email, VPN, collaboration tools, and productivity platforms.
</li><li>Identify recurring issues and implement permanent fixes and preventive measures.
</li></ul>Microsoft 365 &amp; Collaboration Platform Support
<ul><li>Administer and support Microsoft 365 services, including Outlook, Teams, SharePoint Online, OneDrive, and Entra ID (Azure AD).
</li><li>Support SharePoint site access, permissions, structure, and basic troubleshooting.
</li><li>Assist with M365 tenant administration, license management, and configuration troubleshooting.
</li><li>Support user onboarding/offboarding with proper access provisioning and deprovisioning.
</li></ul>Cloud Infrastructure Support (Azure &amp; AWS)
<ul><li>Provide operational support for Azure and AWS environments, including:
<ul><li>User access and role assignments
</li><li>VM access issues and basic cloud resource troubleshooting
</li><li>Connectivity and identity-related issues
</li></ul></li><li>Assist in monitoring cloud resources and escalating performance, availability, or security issues as needed.
</li><li>Support cloud-related requests from internal teams under defined processes.
</li></ul>Identity, Access &amp; Account Management
<ul><li>Manage Active Directory / Entra ID users, groups, and access permissions.
</li><li>Support identity synchronization issues and access-related incidents.
</li><li>Conduct periodic access checks and support role-based access requests.
</li><li>Ensure timely and accurate execution of joiners, movers, and leavers (JML) processes.
</li></ul>Incident, Ticket &amp; Escalation Management
<ul><li>Own and resolve L2 tickets independently, ensuring quality resolution and documentation.
</li><li>Perform root cause analysis (RCA) for repeated incidents and recommend improvements.
</li><li>Escalate issues to L3 / platform teams when required, with complete diagnostics and context.
</li><li>Ensure adherence to SLAs, priorities, and escalation guidelines.=
</li></ul>Hardware, Asset &amp; Endpoint Support
<ul><li>Support advanced hardware diagnostics and coordinate repairs or replacements.
</li><li>Maintain and validate asset inventory records, ownership, and lifecycle data.
</li><li>Support endpoint configuration, patching, and basic security posture checks.
</li></ul>Documentation, Knowledge &amp; Continuous Improvement
<ul><li>Create and maintain knowledge base articles, SOPs, and troubleshooting guides.
</li><li>Mentor and guide L1 support engineers, improving overall support quality.
</li><li>Identify opportunities to improve processes, automation, and user experience.
</li><li>Ensure compliance with internal IT policies and service standards.
</li></ul>Required Technical Skills
<ul><li>Strong troubleshooting skills across hardware, software, and operating systems.
</li><li>Hands-on experience with Microsoft 365 administration and collaboration tools.
</li><li>Working knowledge of SharePoint Online (access, permissions, site issues).
</li><li>Experience supporting Azure and AWS environments at an operational level.
</li><li>Solid understanding of Active Directory / Entra ID, identity, and access management.
</li><li>Experience with ITSM / ticketing tools (ServiceNow, Freshservice, Jira, Zendesk, etc.).
</li><li>Experience with remote support tools (RDP, TeamViewer, AnyDesk).
</li><li>Good understanding of networking fundamentals (DNS, IP addressing, VPN, LAN/WAN).
</li></ul>Qualifications &amp; Experience
<ul><li>Minimum 5+ years of experience in IT Support / End-User Computing / IT Operations roles.
</li><li>At least 2 years in an L2 or equivalent advanced support role.
</li><li>Proven experience supporting Microsoft 365, SharePoint, and cloud platforms (Azure &amp; AWS).
</li><li>Experience working in fast-paced, multi-user environments.
</li><li>Willingness to work in rotational shifts or extended hours when required.
</li></ul>Communication &amp; Interpersonal Skills
<ul><li>Strong verbal and written communication skills.
</li><li>Ability to interact confidently with technical and non-technical stakeholders.
</li><li>Strong ownership, accountability, and problem-solving mindset.
</li><li>Ability to mentor junior engineers and collaborate with cross-functional teams.
</li></ul>Preferred (Nice to Have)
<ul><li>Exposure to ITIL-based service management practices.
</li><li>Basic understanding of endpoint security, device compliance, or cloud security concepts.
</li><li>Experience supporting remote or globally distributed teams.
</li><li>Cloud or Microsoft certifications (AZ-900, MS-900, AWS Cloud Practitioner &acirc;&euro;&ldquo; a plus).</li></ul></div>

IT Support Engineer (L2) â€“ Generalist IT

Search 10000+ Cloud support engineer jobs near you this March. New roles added regularly across leading industries. Apply today.

10000 cloud support engineer jobs Near Me

Cloud Support Engineer

Cloud Support Engineer

Dedicated Cloud Support Engineer, Saudi Arabia

Dedicated Cloud Support Engineer, Saudi Arabia

Dedicated Cloud Support Engineer, Saudi Arabia

Aws+Node Developer

IT Support Engineer (L2) â€“ Generalist IT