Cloud Engineer (Escalations)
About The Position
Summit 7 is seeking a Cloud Engineer (Escalations) to join their team. This role involves collaborating with various teams to identify, design, and document technical processes that improve efficiency, consistency, and quality of operations. The engineer will leverage technical expertise to define workflows, procedures, and best practices aligned with industry standards and organizational goals. They will also collaborate with Strategic Account Managers to understand client service scopes and act as a technical escalation point for the service desk, resolving complex technical issues related to Microsoft 365 and Azure services.
Requirements
- Security+ certification is REQUIRED.
- Microsoft 365 experience
- Compliance Administration - AIP, DLP, Data lifecycle management, etc.
- Teams Administration
- Exchange Administration
- SharePoint Administration
- Security Administration
- Intune experience
- Azure Technology experience
- AD Connect
- Recovery Services
- Virtual Machine - Management, monitoring, and troubleshooting.
- Conditional Access
- Azure AD
- AVD
- Active Directory Domain Services
- Active Directory Federation Services
- Certificate management and renewals
- Network Troubleshooting
Nice To Haves
- Microsoft Certificates: AZ-104, SC-300, SC-400
Responsibilities
- Collaborate with various teams to identify, design, and document technical processes that improve efficiency, consistency, and quality of our operations.
- Leverage technical expertise to define workflows, procedures, and best practices that align with industry standards and organizational goals.
- Collaborate with the Strategic Account Managers and relevant teams to understand the scope and details of services provided to clients.
- Serve as a technical escalation point for the service desk, investigating and resolving complex technical issues related to Microsoft 365 and Azure services.
- Serve as a technical point of contact for clients, addressing inquiries, providing updates, and ensuring that solutions meet client expectations.
- Investigate and collaborate with teams to analyze and resolve complex technical problems, providing guidance and expertise to ensure timely and effective resolutions.
- Ensure documentation is generated for training and efficiency.
- Lead the planning, coordination, and execution of technical changes, including software deployments, system upgrades, and infrastructure modifications.
- Define clear timelines, roles, and responsibilities, and ensure that changes are thoroughly tested and documented.
- Evaluate incoming tasks and projects to determine their urgency and priority.
- Monitor the ticket backlog, identify bottlenecks, and work closely with other engineers to diagnose and resolve issues efficiently.
- Identify critical issues requiring immediate attention.
- Collaborate with teams to identify and implement process improvements to reduce future ticket backlogs.
- Manage personal Key Performance Indicators, forecast current workload for upcoming effort availability, and ensure that all tickets are processed in accordance with Service Level Agreements.
- Continuous education, expansion, and refinement of technical knowledge and credibility through industry standard certifications.
Benefits
- Excellent health/dental benefits from BCBS and Ameritas
- VSP vision benefits
- 401k with company matching
- 10 days' vacation
- 7 days sick time
- Bonuses and salary increase potential via our certifications plan
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
