Cloud Support Engineer II

2 months ago

Redmond, Washington, United States ASM Research Full time

Job Description

M365 Service Desk Agent - Support one or more Microsoft 365 productivity tenant(s) and provide tier 1-2 support for end users.

  • Provides Tier 1-2 end user support assistance for Microsoft 365 productivity tenant users, to include support for Microsoft Office 365 applications (Word, Excel, Outlook, etc.) and SharePoint/OneDrive file storage.
  • Provides Tier 1 workstation/hardware support for end users.
  • Administers and troubleshoots M365 tenant services (e.g., SharePoint Online, Exchange Online, Teams, etc.) via documented procedures and/or guidance.
  • Interprets and implements configuration settings based on established Microsoft policies, audit requirements, and networking and identity specifications to meet Airgap standards.
  • Receives and logs customer problem/request/issue by documenting the problem and updating the customer's contact information.
  • Performs initial level of problem identification and attempts to resolve routine or basic issues using provided knowledge articles when appropriate.
  • Assists with monitoring and tracking incidents. Follows through to resolution within the customer service level requirement by taking notes on the steps outlined within the provided knowledge articles in the problem ticket. Makes prompt notification to responsible party for resolution in order to minimize the amount of time taken to resolve customer issues.
  • Performs incident notification and escalation of problems/requests/issues to responsible party.
  • Performs follow up on all incidents with customer to provide exceptional customer satisfaction.
  • Follows defined processes to document problems within tracking software and database.
  • Willingness to work overtime and varying hours as required (to include occasional weekends and holidays).

Minimum Qualifications

  • Bachelor's/Associate's Degree or 2+ years of equivalent relevant work experience

Clearance Requirement

  • TS/SCI with FSP

Certifications

  • Professional level certification a plus

Other Job Specific Skills

  • Technical skills to include problem solving, troubleshooting, and debugging experience.
  • Understanding of Identity Management with Active Directory Domain Services and Azure AD a plus.
  • Understanding of multi-user computing environments using Virtual Desktop Infrastructure (Remote Desktop Services/Azure Virtual Desktop) a plus.
  • Analytical and problem-solving skills.
  • Excellent customer service skills.
  • Documentation skills to include creating and updating knowledge and support documentation.
  • Outstanding communication, project priority management, and collaboration skills.
  • Knowledge of information life-cycle management concepts and best practices.

Disclaimers

EEO Requirements

It is the policy of ASM that an individual's race, color, religion, sex, disability, age, gender identity, veteran status, sexual orientation or national origin are not and will not be considered in any personnel or management decisions. We affirm our commitment to these fundamental policies.

All recruiting, hiring, training, and promoting for all job classifications is done without regard to race, color, religion, sex, veteran status, disability,gender identity, or age. All decisions on employment are made to abide by the principle of equal employment.

Physical Requirements

The physical requirements described in "Knowledge, Skills and Abilities" above are representative of those which must be met by an employee to successfully perform the primary functions of this job. (For example, "light office duties' or "lifting up to 50 pounds" or "some travel" required.) Reasonable accommodations may be made to enable individuals with qualifying disabilities, who are otherwise qualified, to perform the primary functions.

Disclaimer

The preceding job description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job.

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