First point of contact for customers with technical inquiries and incidents in the cloud environment
Analyze and resolve incidents as part of 1st
and 2nd-level support for cloud products (Microsoft 365, Azure, Managed Services)
Document support cases in the ticketing system and communicate transparently with customers
Assist with onboarding new customers and support the setup and configuration of cloud services
Work closely with Solution Engineers and the operations team to escalate complex issues and develop sustainable solutions
Contribute to the creation and maintenance of knowledge base articles and operational documentation
Proactively monitor customers' systems to ensure service quality
Actively contribute to the improvement of support processes

Completed training as an IT specialist for system integration (Fachinformatiker/in Systemintegration) or an equivalent qualification
Initial experience in IT support or a helpdesk environment
Basic knowledge of Microsoft 365 (Exchange Online, Teams, SharePoint, Entra ID) and ideally basic Azure services
Familiarity with Windows client and server operating systems and fundamental network technologies (DNS, DHCP, TCP/IP)
Ability to work and document in a structured manner
Strong communication skills and customer-oriented, with a genuine interest in helping resolve technical issues
Team player and reliable
Good written and spoken German; English skills are an advantage
Microsoft certifications (e.g., MS-900, AZ-900) are a plus

Cloud Support Engineer

Key skills