Cloud Support Engineer II

2 weeks ago

London, UK, United Kingdom Trusted Tech Team Full time

Who We Are:

Trusted Tech Team is a leading Microsoft Cloud Solutions Provider (CSP) specializing in Microsoft Cloud services, Microsoft perpetual licensing, and Professional and Security Services for medium and enterprise-sized businesses.


Their robust team of in-house, U.S-based Microsoft architects and engineers are certified in all 6/6 Microsoft Solutions Partner Designations in the Microsoft Cloud Partner Program. Prioritizing a people-centric mission, Trusted Tech Team has transformed the software licensing experience, giving IT professionals complete confidence in the success of their business.


Featured on Forbes, CIO Review, Spiceworks, and other publications, we have become one of the fastest-growing companies in the U.S., Canada, and the UK.


Overview:

Trusted Tech Team is seeking a knowledgeable Cloud Support Engineer (Tier 2 expertise) to join our rapidly growing team. The CSE is responsible for engaging, troubleshooting, and assisting customers on technical matters related to their monthly cloud service subscriptions. They will also track and monitor all support cases to ensure timely resolutions.


Responsibilities:

  • Engage with customers on technical break-fix issues related to their cloud service subscriptions.
  • Provide guidance to customers in an advisory capacity for Microsoft cloud services.
  • Troubleshoot Microsoft 365 & Azure products according to Microsoft best practices.
  • Track and monitor support cases to ensure timely resolution and follow-up via phone and email.
  • Escalate critical and severe client issues to the appropriate engineering expertise level.
  • Escalate and manage cases with Microsoft Premier Support for Partners, ensuring a smooth experience for the customer.
  • Identify opportunities for growth within customers and relay to the Account Manager.


Minimum Requirements (must-haves):

  • GSCE (General Certificate of Secondary Education) and A-level (Advanced Level) completion is required (University degree is a plus).
  • 3+ years of demonstrable experience working with the Microsoft 365 Suite (Azure, Exchange, Intune, etc.).
  • Knowledge of Azure services including configuring Entra ID and troubleshooting Azure resources.
  • Knowledge of Microsoft 365 Admin Center, Exchange, Entra Connect, Teams, Sharepoint, Intune, Defender, and other Microsoft cloud products.
  • Experience supporting multiple, simultaneous engagements both internally and externally.
  • Licensing knowledge and Microsoft certifications are a plus.


Preferred Requirements (nice-to-haves):

  • Microsoft Certification(s) Preferred: MS-102 (Microsoft 365 Administrator) OR AZ-104 (Microsoft Azure Administrator).
  • Creative problem-solving abilities and an ability to work independently.
  • Knowledge on-premises products such Active Directory and Windows Server is preferred but not required.
  • Demonstrated ability to troubleshoot and identify cloud infrastructure issues. 5+ years of experience supporting Microsoft Cloud platforms in a client-facing capacity.
  • Process-driven thinking and excellent customer service and multitasking skills.
  • Ability to research complex topics and relay information to business and technical stakeholders leveraging Microsoft and internal documentation.
  • High EQ and ability to maintain a professional demeanor with clients.



Estimated Salary Range: £50K - £65K (per annum)


Come join our world-class team as we build and deploy AI solutions that will make a difference in millions of people’s lives. Our team is mission-driven and focused on transparency, inclusion, close collaboration, and building an incredible team.


If you're passionate about driving innovation and delivering impactful reporting solutions, we'd love to hear from you

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