US CLOUD: Microsoft Premier/Unified Support Alternative

Support Engineer

• Assist clients in deploying, operating, and troubleshooting Microsoft technologies
• Resolve complex technical issues to ensure high levels of customer satisfaction
• Contribute to service improvement initiatives
• Document all troubleshooting steps and keep clients updated on progress
• Maintain regular communication with clients, addressing issues proactively
• Advocate for client needs, providing strategic solutions aligned with their goals
• Create and maintain technical documentation for internal and client use
• Share new knowledge with the team through training and mentoring

Associate Premier Support Engineer

IT Support

• The Enterprise Architect – SharePoint Architect serves as a senior escalation engineer and technical leader responsible for resolving complex enterprise issues across SharePoint Server and Microsoft 365 environments.
• This role combines deep architectural expertise with hands-on troubleshooting to diagnose root causes, restore service during critical incidents, and design long-term solutions that improve reliability, performance, and governance.
• Partner with client stakeholders to translate business requirements into cloud and hybrid solutions and deploy, upgrade, or migrate to modern Microsoft platforms.
• Review existing architecture and configuration plans and make recommendations to ensure long-term supportability and scalability.
• Conduct supportability reviews and provide detailed assessments of a product’s current or planned configuration.
• Make recommendations on the best course of action for business scenarios that reduce the time and complexity required for successful deployments or migrations.
• Conduct root cause analysis of critical incidents and develop remediation strategies to prevent recurrence.
• Serve as an escalation engineer for complex break/fix scenarios involving SharePoint Online, SharePoint Server (2016/2019/Subscription Edition), and Microsoft 365 services.
• Collaborate with the TAM and support teams to examine ticket trends and identify recurring issues or operational risks.
• Lead reactive troubleshooting or proactive service delivery activities such as risk assessments, health assessments, and architecture reviews.
• Design governance frameworks for SharePoint and Microsoft 365 environments including storage management, lifecycle policies, external sharing governance, and operational compliance.
• Design and develop automation frameworks and PowerShell tooling to streamline troubleshooting, governance, migration, and operational tasks.
• Perform technical architecture, design, installation, troubleshooting, and advisory services for client environments.
• Plan and implement Business Connectivity Services and Secure Store Service.
• Guide clients during system and application upgrades and modernization efforts.
• Act as the SME through the design, implementation, and operational support of SharePoint and Microsoft 365 solutions.
• Configure and manage enterprise content management, collaboration platforms, and productivity services across SharePoint Server and Microsoft 365.
• Develop roadmaps for SharePoint environments to meet requirements for high availability, disaster recovery, and long-term platform sustainability.
• Plan and configure collaboration, knowledge management, and productivity platforms leveraging SharePoint, Microsoft Teams, and Microsoft 365 services.
• Participate in problem analysis and assist in determining strategic technology solutions and enhancements.
• Deliver technology-specific training to client teams in both virtual and in-person environments.
• Stay current with new Microsoft technologies, service updates, and platform changes.
• Articulate effectively to both technical and non-technical audiences across multiple levels of an organization.
• Deliver presentations that connect technical concepts to business outcomes and influence adoption of new technologies.
• Provide mentorship and technical guidance to internal consultants and engineering teams.