US CLOUD: Microsoft Premier/Unified Support Alternative

Support Engineer

• Assist clients in deploying, operating, and troubleshooting Microsoft technologies
• Resolve complex technical issues and drive client success
• Resolve break/fix tickets using Microsoft technology knowledge
• Identify and troubleshoot issues and provide timely, lasting solutions
• Document troubleshooting steps and keep clients updated
• Identify service delivery improvements
• Contribute to Knowledge Base articles and share lessons learned
• Analyze ticket trends and recommend changes to prevent recurring issues
• Maintain regular client communication and address issues proactively
• Advocate for client needs and provide strategic solutions
• Monitor client systems and advise on preventing technical issues
• Create and maintain technical documentation for internal and client use
• Promote and support the use of AI tools
• Collaborate with team members to fill knowledge gaps and improve resources
• Communicate technical issues to technical and non-technical audiences
• Pursue relevant certifications and share new knowledge through training and mentoring
• Apply new skills to improve daily tasks and pursue professional growth

Associate Premier Support Engineer – Weekday Nights

• Assist clients in deploying, operating, and troubleshooting Microsoft technologies
• Resolve complex technical issues and drive client success
• Handle fundamental to advanced-level support tickets and actively drive resolutions
• Track performance metrics and maintain high client satisfaction
• Collaborate with Premier Support Engineers and Escalation Engineers to close tickets and share best practices
• Contribute data and feedback to service delivery improvements
• Resolve break/fix tickets using Microsoft technology expertise
• Identify and troubleshoot issues, document troubleshooting steps, and update clients
• Create and maintain technical documentation and Knowledge Base articles
• Analyze ticket trends and recommend changes to prevent recurring issues
• Maintain proactive client communication and monitor client systems
• Advocate for client needs and provide strategic solutions
• Promote and support AI tool usage
• Communicate technical issues to technical and non-technical audiences
• Share new knowledge through training and mentoring

Associate Premier Support Engineer – Weekday Nights

Premier Support Engineer – Nights/Weekends