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Job Description:
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 Xvantage™, 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 escalate 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, HTTP/HTTPS)
- 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.
Skills Required
- 4-7+ years in technical support, solutions engineering, or similar customer-facing technical role
- Deep experience with SaaS platforms and APIs
- Experience with databases (MySQL, MSSQL, PostgreSQL)
- Scripting experience (Python, Bash/Shell)
- Experience with cloud services (AWS, Azure); exposure to GCP
- Proven troubleshooting and root cause analysis skills for software, integrations, and infrastructure
- Experience supporting Microsoft 365 and Azure services (VMs, Networking, Storage, Identity)
- Experience with webservers (Apache, IIS)
- Strong knowledge of application protocols: DNS, HTTP, HTTPS (SSL), FTP
- Basic experience working in Linux environments
- Familiarity with API/webservice technologies: JSON, REST, OAuth
- Experience with ticketing systems and knowledge bases (Zendesk, Jira, Confluence)
- Excellent verbal and written communication skills, customer-first mindset
- Ability to participate in on-call rotation and work some weekends/late hours
- High school diploma or equivalent
- Secondary degree (associate/bachelor) in relevant field
- Ability to create and maintain runbooks, FAQs, and technical documentation
- Experience supporting multiple cloud and hardware solutions and interacting with vendors
- Ability to log issues and status updates accurately in internal tracking systems
- Ability to prioritize requests, manage user expectations, and advocate for customers with engineering
- Exposure to virtualization/orchestration (Docker, Kubernetes)
- ITIL certification
- Microsoft Azure certification
- Programming/scripting exposure to PowerShell, PHP, and SQL knowledge
Ingram Micro Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Ingram Micro and has not been reviewed or approved by Ingram Micro.
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Strong & Reliable Incentives — Feedback suggests bonus eligibility is common and commission structures can lift total earnings in sales roles. Pay is described as solid and reliably on time in many contexts.
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Healthcare Strength — Feedback suggests the health offering is comprehensive, with multiple medical options including a copay-only plan and an HSA plan with employer funding. Wellness programs, pharmacy support, and an EAP reinforce the package.
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Retirement Support — Feedback suggests retirement support includes a 401(k) with company match and automatic savings features. This provides a structured foundation for long-term savings.
Ingram Micro Insights
What We Do
Ingram Micro helps businesses Realize the Promise of Technology™. It delivers a full spectrum of global technology and supply chain services to businesses around the world. Deep expertise in technology solutions, mobility, cloud, and supply chain solutions enables its business partners to operate efficiently and successfully in the markets they serve. Unrivaled agility, deep market insights and the trust and dependability that come from decades of proven relationships, set Ingram Micro apart and ahead.
