Senior Technical Support Engineer (Vts) - Microsoft

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 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 XvantageTM, 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 elevate 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,
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.
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