Teams at Softchoice

Provide Level 2 support for Azure infrastructure: troubleshoot VMs, networking, storage, identity (Azure AD), monitor/alert response, fulfill service requests, manage tickets with SLA, collaborate across tiers and vendors, and follow ITIL processes.

Provide Tier 2 technical support for Microsoft 365 and Windows endpoint/server environments. Troubleshoot incidents, fulfill service requests, manage tickets and SLAs, monitor systems, support identity and access (Entra ID/MFA/conditional access), document resolutions, escalate to Tier 3 or vendors, and participate in ITIL-based processes, training, and process improvements in a 24/7 rotating shift environment.

Manage and mentor consultants across US, UK and APAC engagements; handle onboarding, staffing, utilization, client escalations, status reporting, and capacity planning to support strategic resourcing growth.