Cloud Support Engineer

Who we are:

Trusted Tech Team is a leading Microsoft Cloud Solutions Provider (CSP) specializing in Microsoft Cloud services, Microsoft perpetual licensing, and Professional and Security Services for medium and enterprise-sized businesses.

Their robust team of in-house, U.S-based Microsoft architects and engineers are certified in all 6/6 Microsoft Solutions Partner Designations in the Microsoft Cloud Partner Program. Prioritizing a people-centric mission, Trusted Tech Team has transformed the software licensing experience, giving IT professionals complete confidence in the success of their business.

Featured on Forbes, CIO Review, Spiceworks, and other publications, we have become one of the fastest-growing companies in the U.S., Canada, and the UK.

Overview:

Trusted Tech Team is seeking a knowledgeable Cloud Support Engineer to join our rapidly growing team. The CSE is responsible for engaging, troubleshooting, and assisting customers on technical matters related to their monthly cloud service subscription. They will also track and monitor all support cases to ensure timely resolutions.

Responsibilities:

• Engage with customers on technical break-fix issues related to their cloud service subscriptions.

• Troubleshoots Microsoft 365 products and cloud services and provides guidance according to Microsoft best practices.

• Tracks and monitors support cases to ensure timely resolution and follow-up.

• Escalates critical client issues to the appropriate management and engineering expertise level.

• Escalate and manage issues with Microsoft Premier Support for Partners, ensuring a smooth experience for the customer.

• Identify opportunities for growth within customers and relay to the Account Manager.

Required Skills & Qualifications (must-haves):

• High school diploma or GED required (bachelor’s degree preferred).

• 2-3 years of demonstrable experience working with the Microsoft 365 Suite (Entra ID/Azure Active Directory, Exchange Online, InTune, Defender, etc.).

• At least 2 years of demonstrable experience working with the PowerApps suite (Power BI, Power Automate, etc.).

• 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.

• Knowledge of Azure services and non-cloud products such as Azure AD Connect and Windows Server is preferred but not required.

• Knowledge of Microsoft 365 Admin Center, Exchange, Azure AD, Teams, Defender, and other Microsoft cloud products.

• Experience supporting multiple, simultaneous engagements both internally and externally.

• Licensing knowledge and Microsoft certifications are a plus.

Preferred Skills & Qualifications (nice-to-haves):

• Creative problem-solving abilities.

• Demonstrated ability to troubleshoot and identify cloud infrastructure issues. 5+ years of experience supporting Microsoft Cloud platforms in a client-facing capacity.

• Process-driven thinking and excellent customer service and multitasking skills.

• Able to research complex topics and relay information to business and technical stakeholders leveraging Microsoft and internal documentation.

• High EQ and ability to maintain a professional demeanor with clients.

Working 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)

*Trusted Tech Team is an equal opportunity employer and does not discriminate on the basis of race, color, religion, sex, age, national origin, veteran status, disability, sexual orientation/gender identity, or any other characteristic protected by applicable law.*