Support Specialist (Cloud)

TL;DR

Support Specialist (Cloud): Providing Level 1 technical support for cloud and software services with an accent on incident management and end-user troubleshooting. Focus on resolving Azure and AWS infrastructure issues, managing Microsoft 365 services, and ensuring SLA compliance.

Location: Onsite in Kwun Tong, Hong Kong

Company

Global AI-powered software and cloud solutions provider with a footprint in over 70 countries.

What you will do

• Provide Level 1 on-shift support as the first point of contact for the Service Support Team.
• Log and prioritize incidents and service requests, ensuring regular ticket updates in line with company SLAs.
• Identify issues promptly and allocate tickets and calls efficiently to ensure outstanding customer care.
• Document detailed troubleshooting steps and collaborate with higher-tier engineers for resolution.
• Develop and implement simple scripts to automate system verifications and related tasks.
• Support project delivery as a secondary responsibility.

Requirements

• Fluency in Cantonese, good spoken English, and strong written skills in both English and Chinese.
• Experience supporting Microsoft Azure and/or AWS services (compute, storage, networking, and security groups).
• Familiarity with Active Directory, Group Policy, Exchange, and Microsoft 365 services.
• Hands-on experience with backup and restore operations.
• Willingness to learn new technologies and technical skills.

Nice to have

• Proficiency in Mandarin.
• Certifications such as Azure Fundamentals, AWS Cloud Practitioner, or Microsoft 365 Fundamentals.
• Experience with Microsoft Defender, Purview, or other Microsoft security environments.
• Knowledge of disaster recovery operations.

Culture & Benefits

• Access to world-class learning and development programs to grow technical skills.
• Opportunity to work within a global, purpose-driven culture where ideas matter.
• Inclusive work environment with a commitment to equal employment opportunities.
• Collaborative team atmosphere with a focus on innovation and professional impact.