Technical Support Engineer

At Ingram Micro, we’re redefining how technology reaches and empowers businesses around the world. As a global leader in IT distribution and solutions, we help our partners and customers realize the promise of technology-driving innovation, accelerating growth, and shaping tomorrow. Joining us means being part of a team that connects people with opportunity on a truly global scale. Our Unified Support team plays a critical role in delivering on that promise. We ensure that partners and customers can rely on secure, resilient, and high-performing Microsoft cloud environments. By resolving technical challenges quickly and effectively, we enable organizations to stay productive, collaborative, and competitive. We succeed through our shared commitment to Results, Integrity, Imagination, Courage, Responsibility, and Talent. We collaborate openly, act with accountability, continuously seek better ways of working, and put our customers at the center of everything we do. Here, your voice matters, your ideas are valued, and your growth is supported., As a Technical Support Engineer (Azure & Microsoft 365), you will be the frontline expert supporting partners and customers in resolving technical issues across cloud infrastructure and productivity platforms. Your mission is to restore service quickly, minimize disruption, and deliver an exceptional support experience. What You’ll Do

• Respond to inbound support requests across Microsoft Azure and Microsoft 365 (Exchange Online, Teams, SharePoint, OneDrive, Entra ID)
• Diagnose and resolve technical issues across cloud infrastructure, identity, and collaboration services
• Investigate outages, performance issues, and configuration-related incidents
• Deliver Tier 1-2 support and escalate complex issues with detailed analysis
• Restore services through fixes, workarounds, or configuration adjustments
• Collaborate with Microsoft and internal teams to resolve advanced platform issues
• Accurately document incidents, resolutions, and knowledge articles
• Contribute to continuous improvement of support processes, runbooks, and documentation

• 2-5 years of experience in technical support, cloud support, or similar environments
• Hands-on knowledge of Microsoft Azure and Microsoft 365
• Strong troubleshooting and analytical problem-solving skills
• Familiarity with Azure Portal and Microsoft 365 Admin Center
• Understanding of networking fundamentals (DNS, TCP/IP, HTTP/HTTPS)
• Experience working with ticketing systems such as Zendesk or Jira
• Strong communication skills with a customer-first mindset
• Ability to prioritize and manage multiple incidents in a fast-paced environment

Nice to Have

• Experience in break-fix troubleshooting scenarios
• Knowledge of mail flow diagnostics and identity/access management (MFA, federation, sync)
• Exposure to service performance and availability troubleshooting
• PowerShell or scripting experience
• ITIL or incident management certification
• Experience in CSP or partner-based support environments
• Familiarity with Azure monitoring and diagnostic tools

At Ingram Micro, your career is more than a job-it’s a journey of growth and impact. You’ll have access to global career opportunities, continuous learning, and the chance to work with cutting-edge technologies. We are committed to building an inclusive environment where diverse perspectives drive innovation, and where you are empowered to perform at your best.