Microsoft Cloud Support Specialist

As a Microsoft cloud support coordinator, you will be the primary point of contact for our clients who use Microsoft365 and Azure services. You will be responsible for handling and routing tickets, ensuring service level agreements are met, communicating with clients and internal teams, and managing support agreements. You will also have the opportunity to learn and grow your skills in cloud computing and Microsoft technologies. You will work closely with our cloud engineers and architects to provide excellent customer service and technical support. If you are passionate about cloud computing, problem-solving, and customer satisfaction, this is the role for you. 

Responsibilities 

• Respond to and resolve client queries and issues related to Microsoft365 and Azure services in a timely and professional manner
• Escalate complex or unresolved tickets to the appropriate cloud engineers or architects and follow up with them until resolution
• Maintain and update the ticketing system and service level agreements with accurate and relevant information
• Communicate effectively with clients and internal teams on the status, progress, and resolution of tickets
• Provide feedback and suggestions to improve the quality and efficiency of the cloud support processes and tools
• Stay updated on the latest features and developments of Microsoft365 and Azure services and share best practices and tips with clients and colleagues

Requirements 

• This is an overnight position. Candidate must be available to work 10pm - 8am EST, 4 days a week.
• At least 3 years of experience in technology user support and basic troubleshooting. (in house, MSP or other user support role preferred.)
• Familiar with Microsoft 365 and Azure product families.
• Basic knowledge of cloud computing concepts, best practices, and security standards
• Microsoft 365 Foundation (MS-900) and/or Microsoft Azure Foundation (AZ-900) is a plus
• Excellent communication, collaboration, and problem-solving skills