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)
Carefully document support cases in the ticketing system and ensure transparent communication with customers
Assist with onboarding new customers and with the setup and configuration of cloud services
Work closely with Solution Engineers and the operations team to escalate more complex issues and to find sustainable solutions
Contribute to the creation and maintenance of knowledge base articles and operational documentation
Proactively monitor customers' systems and help ensure service quality
Actively contribute to the improvement of support processes

Completed training as an IT specialist for system integration (Fachinformatiker/in Systemintegration) or comparable qualification
Initial experience in IT support or helpdesk environments
Basic knowledge of Microsoft 365 (Exchange Online, Teams, SharePoint, Entra ID) and ideally basic Azure services
Familiar with Windows client and server operating systems as well as fundamental networking technologies (DNS, DHCP, TCP/IP)
Ability to work in a structured way, enjoy documenting, and keep an overview even with multiple parallel requests
Strong communication skills, customer-oriented, and enjoy helping people with technical problems
Good German language skills, both written and spoken, are required; English skills are an advantage
Microsoft certifications (e.g., MS-900, AZ-900) are a plus but not required

Cloud Support Engineer

Key skills