Cloud Technical Support Specialist
2 weeks ago
About the Role:
Trusted Tech Team is seeking a skilled Cloud Support Engineer to join our rapidly growing team. The ideal candidate will be responsible for providing technical support and assistance to customers on cloud-related matters, ensuring timely resolutions and excellent customer service.
Key Responsibilities:
- Technical Support: Engage with customers on technical break-fix issues related to their cloud service subscriptions.
- Troubleshooting: Troubleshoot Microsoft 365 products and cloud services and provide guidance according to Microsoft best practices.
- Case Management: Track and monitor support cases to ensure timely resolution and follow-up.
- Critical Issue Escalation: Escalate critical client issues to the appropriate management and engineering expertise level.
- Microsoft Premier Support: Escalate and manage issues with Microsoft Premier Support for Partners, ensuring a smooth experience for the customer.
- Customer Growth Opportunities: Identify opportunities for growth within customers and relay to the Account Manager.
Requirements:
- Education: High school diploma or GED required (bachelor's degree preferred).
- Experience: 2-3 years of demonstrable experience working with the Microsoft 365 Suite (Entra ID/Azure Active Directory, Exchange Online, InTune, Defender, etc.).
- Certifications: Microsoft Certification(s) Required: MS-102 (Microsoft 365 Administrator) OR AZ-104 (Microsoft Azure Administrator) - must possess one or both certs to be eligible for consideration.
- Preferred Skills: Knowledge of Azure services and non-cloud products such as Azure AD Connect and Windows Server is preferred but not required.
Work Environment:
- On-site/in-office: Monday - Thursday (with the option to WFH on Fridays)
- Office operating hours: 6:00 am to 4:00 pm
- CSE shift schedules: 6:00 am to 3:00 pm OR 7:00 am to 4:00 pm
Benefits:
- 100% HMO Healthcare Coverage
- Vision and Dental Insurance
- 401(k) plan with a 4% match by TTT
- Employee Assistance Program (EAP)
- PTO+ sick pay + paid holidays
- Paid Parental Leave
- Estimated salary range: $90K - $100K (*DOE + certifications)
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