As a member of the Cloud/Customer Support Representative (CSR) team within Managed Services, the Cloud Support Technician serves as the primary technical and ticket classification resource for Microsoft 365 and Azure cloud support across CSP Only customer environments.
This role owns end-to-end triage, resolution, and escalation management for inbound cloud support tickets, administering customer Microsoft tenants directly via delegated access (GDAP/DAP) through Microsoft Partner Center to resolve customer issues, including escalations from other team members.
A key function of this role is accurately parsing incoming requests — distinguishing technical support needs from licensing requests, confirming available access, and routing tickets to the appropriate team or board before proceeding to resolution, along with successful resolution of the customer request.
Provide oversight to help manage and monitor Cloud Support ticket boards, reviewing triage statuses and ensuring tickets are moving through the resolution process per SLAs.
Communicate clearly with customers regarding the status of their request, scope of available services, and resolution options.

Requirements

An associate’s degree in computer science or related field, or 2+ years of technical support experience with Microsoft 365, Azure, or cloud licensing environments preferred
1+ year of customer service experience in a process-oriented environment required
Equivalent combinations of education and/or experience will be considered
Previous experience in a multi-client Managed Services and/or helpdesk environment is strongly preferred
Demonstrated ability to provide outgoing, enthusiastic customer service with a drive to deliver exceptional service to both internal and external team members
Demonstrated history of taking ownership/accountability of assigned tasks
Strong organization and problem-solving skills; experience prioritizing multiple responsibilities in a fast-paced environment
Excellent verbal and written English communication skills along with exceptional interpersonal skills
Demonstrated integrity and the ability to maintain client confidentiality.
Proficiency in Microsoft 365 administration and troubleshooting required
Working knowledge of Azure, Microsoft Entra ID, Intune, Exchange Online, Teams, SharePoint, and Microsoft Security solutions highly desired
Experience with Microsoft CSP/Cloud Licensing models, license assignment, and Microsoft Partner Center resources strongly preferred
Demonstrated ability to leverage AI-assisted tools (e.g., Copilot, chatbots) and available knowledge bases for independent research and troubleshooting prior to escalation
Working knowledge of Multi-factor Authentication, Microsoft Entra ID (Azure AD), Exchange Online, Intune, and Microsoft Security Microsoft or other technical certifications (AZ-900, MS-900, MD-102, SC-900, CompTIA A+, Network+) highly desired and may become required for continued employment
Proficient troubleshooting skills in a Windows environment, including desktop OS, Microsoft 365 applications, and cloud services
Knowledge of cybersecurity concepts, endpoint protection platforms (SentinelOne, CrowdStrike), and network monitoring tools (LogicMonitor, PRTG) a plus
Previous experience working within ticketing systems preferred (ideally ConnectWise)
Apple/Macintosh/iPhone/iPad troubleshooting experience a plus

Benefits

PTO – earn up to 10 days in year 1; 15 days in year 2; and 20 days in years 3+
40 hours of Sick Time per calendar year
401k – Eligibility after 90 days; Managed Solution matches 50% of your first 6% in contributions, starting after 90 days
7 paid holidays each year plus 1 Floating Holiday per Year and 2 After 5 Years of Service
Managed Solution pays 80% of the employee cost on the base plan + 15% of dependent costs on the base plan
Telemedicine options: 'see' a medical provider from anywhere, over the phone, 24/7
$100K Life/AD&D policy provided for all employees, free of charge!
Employee Assistance Program – free financial consultation; counseling services; 24/7 traveler’s assistance; and more!
$80/Month Cell Phone + Internet Reimbursement

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

Microsoft 365 administrationAzureMicrosoft Entra IDIntuneExchange OnlineTeamsSharePointMicrosoft Security solutionstroubleshootingMulti-factor Authentication

Soft Skills

customer serviceorganizationproblem-solvingcommunicationinterpersonal skillsintegrityaccountabilityenthusiasmownershipprioritization

Certifications

AZ-900MS-900MD-102SC-900CompTIA A+Network+