Cloud Support Engineer

• Handle client technical support requests via email, in person, phone, and remote access
• Provide Tier 2 support through phone calls, live chat, and ticketing systems
• Record and update ticket status in the system
• Guide and support Tier 1 support staff
• Escalate unresolved issues to Tier 3 support or the helpdesk
• Install, configure, and maintain internal IT systems
• Participate in hybrid solution projects, including Exchange Server deployments

• Higher Diploma or above in IT or related disciplines
• Minimum of 3 years of experience in technical support and Windows platform administration
• Proficient in Microsoft Exchange Server, Windows 11/10, Microsoft Office 2019/2016, and Windows Server 2019/2016 (Active Directory, Group Policy)
• Strong knowledge of Microsoft 365, SQL Server, Azure, Active Directory, Linux, and Exchange Server
• Familiarity with networking protocols such as TCP/IP, LAN/WAN, DHCP, DNS, and experience in routing, switching, and firewalls
• Hands-on experience with firewall and switch administration
• Experience with virtualization technologies like VMware, and knowledge of Azure, AWS, SQL Server, data storage, HA Cluster, and Microsoft Remote Desktop Services
• IT certifications such as MCSE or ITIL are a plus
• Proactive, results-driven, and strong troubleshooting skills
• Proficient in spoken and written English, Chinese, and Mandarin

Classy Wheeler