Senior Cloud Engineer

Role description

Responsibilities

The Support Engineer SE is a critical role in the resolution of complex support incidents related to supporting customer use of the Microsoft 365 platform

A Support Engineer is knowledgeable in Microsoft 365 services technologies offerings and the platform The successful Support Engineer has the drive and intellectual horsepower to resolve difficult customer issues directly supports customers through telephone and email escalates issues quickly when deep specific skills or other capabilities are required ability to use knowledge of the Microsoft 365 architecture and offerings to provide customer resolution and proactive customer recommendations has excellent communication skills and is fluent in English writes excellent case documentation and is able to handle challenging and politicallysensitive customer situations

SOFT SKILLS

Effective polished interaction with customer to gather information quickly explain

customer responsibilities in resolving issue communicate next steps and status

and inspire confidence

Handle challenging and politically sensitive customer situations including the

appropriate use of all available resources communicate effectively with Support

teams on complex issues

Excellent spoken and written English communication skills

Demonstrable troubleshooting skills

Crossteam collaboration

Logical and critical thinking

Passion for technology and customer support

EXPERIENCE

At least 2 to 5 years of Technical Support experience including experience in a customer facing or customer technical support role

Technical Requirements

EXO

Must have basic knowledge or hands on experience of Office 365 Administration

Hands on experience in Exchange online Mail flow Troubleshooting

Hands on experience related to Security and Compliance Retention Policies

Outlook Client Troubleshooting

Must have knowledge about Active Directory

Office 365 Migration Experience

Licensing in Office 365

Basic knowledge about SharePoint Online Skype for Business and Teams will be of

advantage

Basic knowledge about Exchange 2010 2013 and 2016

Knowledge about Server Roles

Required to conduct knowledge transfer sessions

Daily reviews for tickets

Mandatory Requirment :

This is a federal engagement and requires candidates to have US passport.