Cloud Support Technician

Essential Duties/Responsibilities:

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. In addition to direct ticket ownership, the Cloud Support Technician provides technical guidance, quality assurance review, and skills development support to CSR L1 and L2 team members, and serves as a backup resource to the Cloud/Licensing team as operational needs require. They will be responsible for the following:

Cloud Support & Ticket Management

Ticket Triage & Resolution

• Triage, prioritize, and resolve inbound cloud support tickets across the Microsoft 365 and Azure environments in alignment with defined SOPs, SLAs, and escalation matrix
• Prior to advancing a ticket, parse out the actual customer request (e.g., technical support vs licensing); establishing whether the company has the necessary access (e.g., GDAP/admin credentials) to support the customer request; and determine steps previously taken by the customer Point of Contact to address the issue, prior to routing request to appropriate team/board or proceeding to resolution
• Resolve a broad range of technical requests related to Microsoft 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 Cloud/Licensing team for fulfillment
• Administer and troubleshoot advanced Microsoft cloud configurations including Microsoft Entra ID, Conditional Access policies, Intune device compliance, and the Microsoft Security Stack (Defender, Purview, Sentinel)
• Leverage internal knowledge bases, AI-assisted tooling, and vendor resources to drive efficient, within-scope issue resolution and reduce escalation volume

Scope Management & Customer Communication

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

Cloud Support Board & Queue Management

• 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 with appropriate internal parties to keep tickets on track and ensure timely resolution or escalation
• Act as a backup to the Cloud/Licensing team for CSP/Cloud Licensing needs as required, including licensing adds and account-level changes within the Microsoft tenant as needed

Customer Communication & Escalation

• Communicate clearly with customers regarding the status of their request, scope of available services, and resolution options
• Where the company does not have the necessary access or the issue exceeds the scope of included services, advise the customer on available resolution pathways (Time & Materials or Microsoft support ticket) and associated costs
• Obtain approval from the appropriate customer point of contact (POC) before engaging services that incur additional costs
• Follow company SOPs, SLAs, and escalation matrices to determine when to escalate to a Microsoft support case, and manage those open cases through resolution
• Set clear 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 point of technical escalation and primary subject matter resource for the CSR team on all CSP/Cloud Licensing and Ticket Procedures
• Provide real-time guidance and support to CSR L1 and L2 team members on cloud licensing issues
• Cross-train CSR L1 and L2 team members on ticket triage and routing procedures, including use of the company AI tool for customer Q&A and access verification steps
• Provide shadowing opportunities and hands-on guidance for CSR team members and new hires as the distributed cloud licensing service model is implemented

Training & Knowledge Development

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

Quality Assurance

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

Process & Documentation

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

General Responsibilities

• Maintain strict confidentiality and security protocols when accessing client systems
• Participate in continuous learning and professional development activities
• Collaborate effectively with cross-functional teams
• Adhere to all company policies, procedures, and security standards
• Perform related functions as assigned by supervisor

Education and Work Experience 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.

Technical Skills/Competencies:

• 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.

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 close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus. Managed Solution LLC is an equal opportunity employer and will consider qualified applicants who can perform the essential functions of the job, with or without reasonable accommodation. Ability to safely and successfully perform the essential job functions consistent with the ADA, 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 ADA, FMLA and other federal, state and local standards. Must be able to talk, listen and speak clearly on telephone.

Compensation & Benefits*

Base Wage Range: $26.00 to $28.00 per hour

Managed Solution considers a range of factors when determining an appropriate wage. Such factors include but are not limited to: years of related experience, industry knowledge, formal education, relevant certifications, and geographic location. Wages are paid as earned 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 Sick Time per calendar year
• 401k – Eligibility after 90 days; Managed Solution matches 50% of your first 6% in contributions, starting after 90 days 
• Holidays – Managed Solution celebrates 7 paid holidays each year 
• Plus, 1 Floating Holiday per Year… and 2 After 5 Years of Service! 
• Medical, Dental, Vision – Managed Solution pays 80% of the employee cost on the base plan + 15% of dependent costs on the base plan (Optional Flexible Spending Account for eligible Health Care or Dependent Care costs) 
• 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 

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

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

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

Inclusion & Equal opportunity employment:

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

E-Verify Participation:

Federal law requires all employers to verify the identity and employment eligibility of all persons hired to work in the United States. Managed Solution LLC participates in the federal E-Verify program to validate the authenticity of work eligibility documents. As part of this program, Managed Solution will provide the Social Security Administration (SSA) and, if necessary, the Department of Homeland Security (DHS), with information from each new employee’s Form I-9 to confirm work authorization. For more information, see https://www.uscis.gov/e-verify.