Cloud Technical Support Engineer

This is a fully remote position, open to applicants in United States.

📋 Description

• Provide support for Microsoft 365, Azure, endpoint, identity, and business application environments.

• Deliver hands-on technical assistance to employees.

• Manage cloud-based services and resolve access and device-related issues.

• Assist users, groups, shared mailboxes, distribution lists, Teams, SharePoint Online, OneDrive, Exchange Online, and Microsoft 365 licensing.

• Aid in the administration of Microsoft Entra ID, MFA, conditional access, role-based access, identity lifecycle management tasks, and troubleshooting user access.

• Support devices managed by Microsoft Intune, ensuring endpoint compliance, application deployments, device enrollment, configuration policies, and end-user troubleshooting.

• Oversee and coordinate daily telecom implementation projects for MAP clients.

• Act as the primary technical resource during client telecom migrations, network upgrades, and connectivity implementations.

• Collaborate with Visa DPS, clients, telecom carriers, and third-party vendors to implement and maintain production connectivity solutions.

• Manage telecom initiatives that impact multiple clients across the portfolio.

• Create project plans, monitor milestones, manage risks, and deliver executive status reports.

• Support enterprise telecom strategies, including redundancy, active-active connectivity, Equinix Fabric, Visa Cloud Connect, VPN, and associated network solutions.

• Participate in implementation calls with credit unions.

• Gather and verify client network requirements.

• Document solution designs and implementation procedures.

• Provide post-implementation support and transition documentation for operations.

• Analyze, anticipate, and plan workforce supply and demand.

• Utilize data analytics to track workforce performance and enhance resource allocation.

• Develop schedules and project staffing needs.

• Produce reports and convey insights to stakeholders.

• Allocate and oversee resources to enhance productivity.

• Identify challenges and implement solutions to boost workforce efficiency.

⛳️ Requirements

• At least 7 years of experience in supporting Microsoft 365 and Azure environments within a business context.

• Experience in administering Microsoft 365 services, including Exchange Online, Teams, SharePoint Online, OneDrive, as well as managing users, groups, permissions, and licensing.

• Background in supporting Microsoft Entra ID, MFA, conditional access, identity lifecycle processes, RBAC, and Azure-related access or connectivity challenges.

• Experience dealing with Windows endpoints and devices managed by Microsoft Intune.

• Familiarity with application deployment, endpoint compliance, and remote troubleshooting.

• Strong expertise in Exchange Online, SharePoint Online, OneDrive, Teams, user/group administration, permissions, and license management.

• Experience with Azure virtual machines, basic networking, storage, RBAC, and monitoring/troubleshooting.

• Capability to diagnose and resolve access, licensing, connectivity, performance, device, and application issues.

• Experience in supporting line-of-business applications, coordinating with vendors, documenting issues, and escalating them as necessary.

• Ability to create support notes, troubleshooting steps, knowledge base articles, and instructions for users.

• Strong skills in troubleshooting, documentation, communication, and customer service.

• Preferred experience with PowerShell and Power Automate.

• Understanding of least privilege access, secure authentication, endpoint security, audit support, and compliance documentation.

• Ability to assist with system changes, application rollouts, onboarding/offboarding, and technology improvement initiatives.

• High proficiency in Excel.

• A Bachelor's Degree in Computer Science, Information Technology, or a related field is preferred; equivalent experience in Microsoft 365, Azure, endpoint support, or help desk may be acceptable.

🏝️ Benefits

• Comprehensive health and wellness benefits.

• Opportunities for professional development and training.

• Flexible work arrangements.

• A collaborative and inclusive work environment.

• Competitive salary and performance-based bonuses.