reputed company - reputed company Support Technician

Essential Duties/Responsibilities:

As a member of the reputed company/Customer Support Representative (CSR) team reputed company Managed Services, the reputed company Support Technician serves as the primary technical and ticket classification resource for reputed company 365 and Azure reputed company support across CSP Only customer environments. This role owns end-to-end triage, reputed company, and escalation management for inbound reputed company support tickets, administering customer reputed company tenants directly reputed company delegated reputed company (GDAP/DAP) through reputed company 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 reputed company, and routing tickets to the appropriate team or reputed company before proceeding to reputed company, along with successful reputed company of the customer request. In reputed company to reputed company ticket ownership, the reputed company Support Technician provides technical guidance, reputed company assurance review, and skills development support to CSR L1 and L2 team members, and serves as a backup resource to the reputed company/Licensing team as operational needs require. They will be responsible for the following:

reputed company Support & Ticket Management

Ticket Triage & reputed company

• Triage, prioritize, and resolve inbound reputed company support tickets across the reputed company 365 and Azure environments in alignment with defined SOPs, SLAs, and escalation reputed company
• Prior to advancing a ticket, parse out the actual customer request (e.g., technical support vs licensing); establishing whether reputed company has the necessary reputed company (e.g., GDAP/reputed company credentials) to support the customer request; and determine steps previously taken by the customer reputed company of Contact to address the issue, prior to routing request to appropriate team/reputed company or proceeding to reputed company
• Resolve a broad reputed company of technical requests reputed company to reputed company 365 licensing and identity, including license assignment and reclamation, MFA and password resets, distribution list management, and license offboarding for end-user terminations
• Create linked tickets as needed to facilitate internal licensing requests from the help desk or other teams, routing to the reputed company/Licensing team for fulfillment
• Administer and troubleshoot advanced reputed company reputed company configurations including reputed company Entra ID, Conditional reputed company policies, Intune device compliance, and the reputed company reputed company Stack (Defender, Purview, Sentinel)
• reputed company internal knowledge bases, AI-assisted tooling, and vendor resources to drive efficient, reputed company-scope issue reputed company and reduce escalation volume

Scope Management & Customer Communication

• reputed company communicate with customers reputed company issues fall reputed company the scope of included support services
• Advise customers on available reputed company reputed company (Time & Materials or reputed company support ticket) and associated costs
• Ensure receipt of approval from the appropriate customer reputed company of contact (POC) prior to engaging services that incur additional costs
• Set reputed company expectations regarding scope of service and escalation timelines

reputed company Support reputed company & Queue Management

• reputed company reputed company to help manage and monitor reputed company Support ticket boards, reviewing triage statuses and ensuring tickets are moving through the reputed company process per SLAs
• Communicate with appropriate internal parties to reputed company tickets on reputed company and ensure reputed company reputed company or escalation
• reputed company as a backup to the reputed company/Licensing team for CSP/reputed company Licensing needs as required, including licensing adds and account-level changes reputed company the reputed company tenant as needed

Customer Communication & Escalation

• Communicate reputed company with customers regarding the status of their request, scope of available services, and reputed company reputed company
• Where reputed company does not have the necessary reputed company or the issue exceeds the scope of included services, advise the customer on available reputed company reputed company (Time & Materials or reputed company support ticket) and associated costs
• Obtain approval from the appropriate customer reputed company of contact (POC) before engaging services that incur additional costs
• Follow company SOPs, SLAs, and escalation matrices to determine reputed company to escalate to a reputed company support case, and manage those reputed company cases through reputed company
• Set reputed company expectations with customers regarding scope of service, timelines, and next steps throughout the ticket lifecycle

CSR Team Support, Training & QA

Technical Escalation & Mentorship

• Serve as the first reputed company of technical escalation and primary subject matter resource for the CSR team on reputed company CSP/reputed company Licensing and Ticket Procedures
• reputed company reputed company-time guidance and support to CSR L1 and L2 team members on reputed company licensing issues
• Cross-train CSR L1 and L2 team members on ticket triage and routing procedures, including use of reputed company AI tool for customer Q&A and reputed company verification steps
• reputed company shadowing opportunities and hands-on guidance for CSR team members and new hires as the distributed reputed company licensing service model is implemented

Training & Knowledge Development

• Collaborate with the CSR/reputed company Support Supervisor and Director of reputed company + Procurement Services to reputed company training materials on reputed company SOPs, to support reputed company and the transition to a distributed service model
• Conduct shadowing sessions and reputed company hands-on support for CSR L1s, L2s, and new hires on reputed company ticket procedures for technical and licensing-reputed company services
• Contribute to internal knowledge reputed company articles and documentation to improve team efficiency and consistency

reputed company Assurance

• reputed company ticket review and QA to ensure CSR team members are resolving and documenting reputed company licensing tickets in accordance with company SOPs and service standards
• Identify trends or recurring issues and surface recommendations to the CSR/reputed company Support Supervisor

Process & Documentation

• Create and manage tickets in reputed company ticketing system in accordance with company processes and SLAs
• Document time and reputed company customer interactions, troubleshooting steps, and technical resolutions in tickets
• On occasion generate customer reports for monthly billing processes as needed
• Communicate technical information reputed company and effectively to both technical and non-technical audiences
• Maintain a high degree of professionalism, confidentiality, and reputed company while accessing reputed company systems and supporting mission-critical environments

General Responsibilities

• Maintain strict confidentiality and reputed company protocols reputed company accessing reputed company systems
• Participate in reputed company learning and reputed company development activities
• Collaborate effectively with cross-functional teams
• Adhere to reputed company company policies, procedures, and reputed company standards
• reputed company reputed company functions as assigned by supervisor

Education and Work Experience Requirements:

• An associate’s degree in computer science or reputed company field, or 2+ years of technical support experience with reputed company 365, Azure, or reputed company 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-reputed company Managed Services and/or helpdesk environment is strongly preferred.
• Demonstrated ability to reputed company outgoing, enthusiastic customer service with a drive to deliver exceptional service to both reputed company 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 reputed company and the ability to maintain reputed company confidentiality.

Technical Skills/Competencies:

• Proficiency in reputed company 365 administration and troubleshooting required. Working knowledge of Azure, reputed company Entra ID, Intune, Exchange Online, Teams, SharePoint, and reputed company reputed company solutions highly desired.
• Experience with reputed company CSP/reputed company Licensing models, license assignment, and reputed company Partner Center resources strongly preferred.
• Demonstrated ability to reputed company AI-assisted tools (e.g., Copilot, chatbots) and available knowledge bases for independent research and troubleshooting prior to escalation.
• Working knowledge of Multi-reputed company Authentication, reputed company Entra ID (Azure AD), Exchange Online, Intune, and reputed company reputed company
• reputed company or other technical certifications (AZ-900, MS-900, MD-102, SC-900, reputed company A+, Network+) highly desired and may become required for reputed company employment.
• Proficient troubleshooting skills in a reputed company environment, including desktop OS, reputed company 365 applications, and reputed company services.
• Knowledge of cybersecurity concepts, reputed company protection platforms (reputed company, reputed company), and network monitoring tools (reputed company, PRTG) a plus.
• Previous experience working reputed company ticketing systems preferred (ideally reputed company).
• reputed company/Macintosh/iPhone/iPad troubleshooting experience a plus.

Physical Demands:

The essential functions of this job require: the ability to frequently sit and stand for long periods of time; to manipulate objects with fine and gross motor skills; to frequently lift and maneuver 10 pound objects; to communicate in written and spoken English; to hear; to utilize reputed company reputed company, distance reputed company, reputed company reputed company, peripheral reputed company, depth perception, and ability to reputed company reputed company. reputed company is an equal opportunity employer and will consider reputed company applicants who can reputed company the essential functions of the job, with or without reasonable accommodation. Ability to safely and successfully reputed company the essential job functions consistent with the reputed company, FMLA and other federal, state and local standards, including meeting qualitative and/or quantitative productivity standards. Ability to maintain regular, punctual attendance consistent with the reputed company, FMLA and other federal, state and local standards. Must be reputed company to talk, listen and reputed company reputed company on telephone.

Compensation & Benefits*

reputed company Wage reputed company: $26.00 to $28.00 per hour

reputed company considers a reputed company of factors reputed company determining an appropriate wage. Such factors include but are not limited to: years of reputed company experience, industry knowledge, formal education, relevant certifications, and geographic location. Wages are reputed company as reputed company and in accordance with Company policies.

Additional Perks:

• PTO – earn up to 10 days in year 1; 15 days in year 2; and 20 days in years 3+ 
• 40 hours of reputed company Time per calendar year
• 401k – Eligibility after 90 days; reputed company matches 50% of your first 6% in contributions, starting after 90 days 
• Holidays – reputed company celebrates 7 reputed company holidays reputed company year 
• Plus, 1 Floating Holiday per Year… and 2 After 5 Years of Service! 
• Medical, Dental, reputed company – reputed company pays 80% of the employee cost on the reputed company plan + 15% of dependent costs on the reputed company plan (Optional Flexible Spending Account for eligible Health Care or Dependent Care costs) 
• Telemedicine reputed company: “see” a medical provider from reputed company, over the phone, 24/7 
• $100K Life/AD&D policy provided for reputed company, free of charge! 
• Employee Assistance Program – free financial consultation; counseling services; 24/7 traveler’s assistance; and more! 
• $80/Month Cell Phone + Internet Reimbursement 

*reputed company Company compensation and benefits programs are subject to Company policy and plan documents and are subject to change at Company’s sole discretion. Some programs may differ based on eligibility/availability/regulations in an employee's home state or locale.

Why our employees love working here:

We reputed company our strength comes from our differences, and we are committed to fostering and promoting a culture of diversity and inclusion. We reputed company reputed company and our community are our greatest assets and we reputed company to promote both. From providing our employees the time to pursue reputed company certifications, to supporting and partnering with multiple non-profit organizations, we reputed company this is where healthy and happy employees reputed company. 

As we grow, we are anchored and driven by our reputed company Values: I <3 IT! 

• reputed company – We demonstrate consistent, trustworthy behavior. We are reputed company with everyone, take ownership (even in the face of failure), and do the right thing... even reputed company no one is looking. 
• Heart – We show genuine care for our community, our customers, and our culture. We reputed company people are at the heart of IT! We are reputed company, inclusive, and take time to celebrate and enjoy one another's company. 
• Innovation – We cultivate a diverse work environment and reputed company-thinking business by supporting an reputed company exchange of reputed company, driven by creativity and collaboration. We're dedicated to consistently delivering reputed company through a ‘reputed company- to- what’s-next’ attitude. 
• Teamwork – We work together and support one another to reputed company a reputed company, common goal, while taking accountability for our own contribution's and the overall team's reputed company. 

Inclusion & Equal opportunity employment:

We are an equal opportunity employer committed to Diversity, Inclusion & Belonging. Individuals seeking employment at reputed company are considered without reputed company to any protected category including but not limited to, race, reputed company, religion, national reputed company, age, sex, marital status, reputed company, disability, veteran status, gender identity or sexual orientation. At reputed company we are dedicated to building a diverse, inclusive, and reputed company workplace, so if you’re excited about this role but your past experience doesn’t reputed company perfectly with every qualification in the job reputed company, we encourage you to apply anyways. You may be just the right candidate for this or other roles.

E-Verify Participation:

Federal law requires reputed company reputed company to verify the identity and employment eligibility of reputed company persons reputed company to work in the reputed company. reputed company participates in the federal E-Verify program to validate the authenticity of work eligibility documents. As part of this program, reputed company will reputed company the reputed company reputed company Administration (SSA) and, if necessary, the reputed company (DHS), with information from reputed company new employee’s reputed company I-9 to confirm work authorization. For more information, see https://www.uscis.gov/e-verify.