Senior Technical Support Engineer (VTS) – Microsoft

It's fun to work in a company where people truly BELIEVE in what they're doing!

Job Description:

About Ingram Micro

Ingram Micro powers the global IT ecosystem—connecting technology vendors, partners, and businesses to unlock the full promise of innovation. With operations reaching over 90% of the world’s population and our digital platform, Ingram Micro Xvantage™ , we enable smarter, faster, and more scalable ways to do business. Together, Let’s shape tomorrow by driving technology forward and creating real impact across the globe.

Join Unified Support at Ingram Micro and help keep global technology running smoothly through collaboration, problem‑solving, and real customer impact.

We’re seeking a customer-focused Technical Support Engineer with strong experience in Microsoft Azure and Microsoft 365 to support break-fix scenarios across cloud infrastructure and productivity services. This role focuses on diagnosing issues, resolving incidents, and restoring service for partners and customers.

Essential Responsibilities of Your Role:

Respond to inbound technical support requests across Azure and Microsoft 365 (Exchange Online, Teams, SharePoint Online, OneDrive, Entra ID)

Diagnose, troubleshoot, and resolve technical problems across cloud services, identity, and collaboration platforms

Investigate service outages, performance issues, and configuration-related incidents

Provide Tier 1–2 support for cloud environments and escalate when required

Restore service by applying fixes, workarounds, or corrective configurations

Escalate complex platform issues to Microsoft with detailed troubleshooting findings

Document issues and resolutions in the ticketing system

Maintain internal runbooks, FAQs, and technical documentation

Collaborate with internal teams and vendors to ensure timely resolution

Accurately log all issues and status updates in internal tracking systems

Understand business impact and prioritize resolution accordingly

Handle support requests from partners and resellers with a focus on resolution

Track incidents and follow through within SLA/SLO targets

Contribute to process improvements and support documentation

Knowledge, Skills, and/or Abilities You Need To Have:

2–5 years in technical support, cloud support, or similar role

Working knowledge of Microsoft Azure and Microsoft 365 services

Strong troubleshooting skills and structured problem-solving approach

Familiarity with Azure Portal and Microsoft 365 Admin Center

Basic understanding of networking (DNS, TCP/IP, HTTP/HTTPS)

Experience with ticketing systems such as Zendesk or Jira

Strong communication skills and customer-focused mindset

Ability to manage priorities and work on multiple incidents

Willingness to learn and adapt in a fast-paced environment

Nice to have. Exposure to:

Proven experience in break-fix troubleshooting

Mail flow diagnostics (NDRs, connectors, transport rules)

Identity and access troubleshooting (MFA, federation, sync)

Service availability and performance troubleshooting

PowerShell or scripting experience

ITIL certification or incident management experience

Familiarity with CSP or partner support environments

Basic knowledge of Azure Monitor or diagnostic tools

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* This is not a complete listing of the job duties. It’s a representation of the things you will be doing, and you may not perform all these duties.