NGMS Customer Services Analyst (Microsoft)

TL;DR

NGMS Customer Services Analyst (Microsoft): Providing technical support and case management for the Employee Experience and Productivity portfolio with an accent on first-contact resolution and virtual event coordination. Focus on triaging M365 and Azure issues, managing SLAs within ServiceNow, and ensuring seamless execution of high-profile video conferences.

Location: Hybrid in Cyberjaya

Company

hirify.global is a cloud service specialist providing integrated multi-cloud solutions, innovative communication tools, and high-performance networking.

What you will do

• Act as the first point of contact for customers via telephone, live chat, and portal communications.
• Validate, categorize, and prioritize issues, providing initial triage and first-contact resolution.
• Manage a portfolio of assigned cases, ensuring detailed documentation and adherence to contractual SLAs.
• Set up and support virtual live events on Microsoft Teams and Zoom, providing concierge and dedicated engineer services.
• Collaborate with resolver teams and peers to ensure timely issue resolution and share knowledge to improve team capability.
• Accurately report incident tickets and post-conference details in ServiceNow.

Requirements

• Location: Must be based in Cyberjaya
• ITIL qualification or equivalent certifications.
• Microsoft certifications: AZ-900, AB-900, and SC-900.
• Experience working within a Managed Service Provider (MSP) and customer-facing support environment.
• Proficiency with M365 and Azure services, infrastructure, system security, and administration.
• Strong understanding of cloud computing models including SaaS, PaaS, and IaaS.

Culture & Benefits

• Competitive salary based on experience.
• Opportunity to work with a leading UK ISP within a dynamic international team.
• Comprehensive training and professional development provided.
• Opportunities for career progression within the organization.

Hiring process

• Application and initial screening.
• Interview with the Talent Acquisition team.
• Review and final interview.