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Urgent! Cloud Support Engineer II - M365 SD (Swing) Job Opening In Redmond – Now Hiring ASM Research

Cloud Support Engineer II M365 SD (Swing)



Job description

Job Description

M365 Service Desk Agent – Support one or more Microsoft 365 productivity tenant(s) and provide tier 1-2 support for end users.

  • Provides Tier 1-2 end user support assistance for Microsoft 365 productivity tenant users, to include support for Microsoft Office 365 applications (Word, Excel, Outlook, etc.) and SharePoint/OneDrive file storage.
  • Provides Tier 1 workstation/hardware support for end users.
  • Administers and troubleshoots M365 tenant services (, SharePoint Online, Exchange Online, Teams, etc.) via documented procedures and/or guidance.
  • Interprets and implements configuration settings based on established Microsoft policies, audit requirements, and networking and identity specifications to meet Airgap standards.
  • Receives and logs customer problem/request/issue by documenting the problem and updating the customer’s contact information.
  • Performs initial level of problem identification and attempts to resolve routine or basic issues using provided knowledge articles when appropriate.
  • Assists with monitoring and tracking incidents.

    Follows through to resolution within the customer service level requirement by taking notes on the steps outlined within the provided knowledge articles in the problem ticket.

    Makes prompt notification to responsible party for resolution in order to minimize the amount of time taken to resolve customer issues.
  • Performs incident notification and escalation of problems/requests/issues to responsible party.
  • Performs follow up on all incidents with customer to provide exceptional customer satisfaction.
  • Follows defined processes to document problems within tracking software and database.
  • Willingness to work overtime and varying hours as required (to include occasional weekends and holidays).
  • Minimum Qualifications

  • Bachelor’s/Associate’s Degree or 2+ years of equivalent relevant work experience
  • Clearance Requirement

  • TS/SCI with FSP
  • Certifications

  • Professional level certification a plus
  • Other Job Specific Skills

  • Technical skills to include problem solving, troubleshooting, and debugging experience.
  • Understanding of Identity Management with Active Directory Domain Services and Azure AD a plus.
  • Understanding of multi-user computing environments using Virtual Desktop Infrastructure (Remote Desktop Services/Azure Virtual Desktop) a plus.
  • Analytical and problem-solving skills.
  • Excellent customer service skills.
  • Documentation skills to include creating and updating knowledge and support documentation.

  • Outstanding communication, project & priority management, and collaboration skills.

  • Knowledge of information life-cycle management concepts and best practices.

  • Required Skill Profession

    Computer Occupations



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      Unlock Your Cloud Support Potential: Insight & Career Growth Guide


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