Cloud Support Analyst

Managed Solution•Pineville, LA

9h•$21 - $25•Onsite

About The Position

As a member of the Managed Operations Center with an indirect reporting connection to the Cloud & Procurement team, the Cloud Support Analyst will leverage entry-level to intermediate technical support knowledge to provide superior customer service to cloud services clients, serving as the primary point of contact for fielding and triaging tickets related to customers’ Microsoft stack issues including Azure, Dynamics 365, Microsoft Security, Teams, and Microsoft 365. This role focuses on first-line troubleshooting and resolution attempts, appropriate escalation (internally or with Microsoft directly), and clear expectation-setting with customers regarding scope of support services. The Cloud Support Analyst will also serve as backup for Asset Management operations at our Pineville, LA headquarters.

Requirements

An associate’s degree in computer science or related field, or 1+ years of technical support/troubleshooting experience (Microsoft 365, Azure, cloud services, networking, desktop) preferred.
1+ year of customer service experience in a process-oriented environment required.
Equivalent combinations of education and/or experience will be considered.
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.
Proficiency in Microsoft 365 administration and troubleshooting required.
Proficient troubleshooting skills in a Windows environment, including desktop OS, Microsoft 365 applications, and cloud services.
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.

Nice To Haves

Previous experience in a multi-client Managed Services and/or helpdesk environment is strongly preferred.
Working knowledge of Azure, Dynamics 365, Teams, SharePoint, Exchange Online, and Microsoft Security solutions highly desired.
Familiarity with Microsoft Partner Center and support resources a plus.
Demonstrated ability to leverage AI-assisted tools (e.g., Copilot Agent) and available resources/knowledge bases for independent research and troubleshooting prior to escalation.
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.
Basic knowledge of Microsoft Entra ID (Azure AD), Exchange Online, and networking concepts including DNS, DHCP, and firewalls a plus.
Experience with SCCM or Intune for device management preferred.
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.
Familiarity with endpoint protection platforms (SentinelOne, CrowdStrike, etc.)
Experience with network monitoring solutions (LogicMonitor, PRTG, etc.)
Knowledge of cybersecurity best practices and compliance requirements
Serve as “remote hands” for equipment processing at headquarters

Responsibilities

Ticket Intake & Triage Answer incoming help desk inquiries via phone, email, and ticketing system, providing a positive first impression of our company and setting clear expectations regarding scope of support services
Field and triage tickets related to customers’ Microsoft stack issues including Azure, Dynamics 365, Microsoft Security, Teams, SharePoint, Exchange Online, and Microsoft 365
Use entry-level to intermediate technical skills and company processes/client SLAs to prioritize the urgency of each inquiry and assign tickets appropriately
Clearly communicate with customers when issues fall outside the scope of included support services and require authorization of a Time & Materials engagement prior to proceeding
Perform first-line troubleshooting and resolution attempts for Microsoft 365, Azure, Dynamics 365, Teams, SharePoint, Exchange Online, and Microsoft Security issues
Leverage available resources including Copilot Agents, Microsoft Partner Center, and Microsoft documentation/knowledge bases to research issues prior to escalation
Create and manage user accounts, licenses, and configurations in Microsoft 365 and Azure AD environments
Monitor and maintain knowledge of Microsoft licensing models, compliance requirements, and service updates
Escalate complex issues following documented procedures, routing to internal senior specialists or directly to Microsoft as a Microsoft Partner when appropriate
Utilize Microsoft Partner resources, support portals, and service request processes to engage Microsoft support on behalf of clients
Document all customer interactions, troubleshooting steps, and technical resolutions in ConnectWise ticketing system
Monitor ticket queues and ensure timely assignment and resolution per client SLAs, communicating with appropriate parties to keep tickets moving through the resolution process
Generate customer reports for monthly billing processes
Communicate technical information clearly and effectively over the phone, in person, and in writing to both technical and non-technical audiences
Maintain a high degree of professionalism, confidentiality, and integrity while accessing client data/systems and supporting mission-critical environments
Contribute to internal knowledge base articles and troubleshooting documentation to improve team efficiency
Serve as backup for IT asset inventory and lifecycle tracking for managed services clients
Configure new and refurbished desktops, laptops, and mobile devices per client specifications when needed
Image systems using Microsoft SCCM, Intune, or similar deployment tools
Maintain accurate asset databases and documentation
Process outbound shipments including labeling, secure packaging, and carrier coordination
Receive and inventory incoming equipment, documenting serial numbers, warranties, and specifications
Install and configure software applications according to client requirements
Coordinate with Procurement team on inventory management and vendor relationships
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, to include general office support

Benefits

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