Microsoft Product Support Engineer

UMass Memorial Health•Worcester, MA

6d•$68,370 - $123,074•Onsite

About The Position

The Microsoft Product Support Engineer is responsible for the administration, support, and ongoing management of UMMH’s Microsoft ecosystem, spanning both cloud and on premises environments. This role serves as a senior technical resource supporting the Microsoft 365 tenant while ensuring secure, reliable integration with on premises identity and directory services. The engineer will provide administrator level support for the Microsoft 365 platform, including the Microsoft 365 tenant, Copilot, OneDrive, Office applications, Sharepoint, Microsoft Authenticator, Conditional Access policies, and related security and collaboration services. Responsibilities include user and access management, configuration and policy administration, troubleshooting complex issues, and supporting enterprise security and compliance requirements. In addition, this role supports and maintains on premises Active Directory services, including account and group management, Group Policy administration, directory structure design, and Active Directory Sites and Services. The engineer will ensure proper synchronization and integration between on premises domain services and Microsoft Entra ID (Azure AD), supporting authentication, authorization, and hybrid identity scenarios. This position requires strong technical expertise across Microsoft cloud and on prem environments, the ability to troubleshoot complex identity and access issues, and close collaboration with infrastructure, security, and end user computing teams to deliver stable and secure Microsoft services across the organization. The Product Support Engineer is responsible for providing technical support and assistance for successful operation of UMMH platforms, products, and services. This role involves troubleshooting issues, managing infrastructure, and ensuring successful implementation and operation of products and services. Collaborates with cross-functional teams, contributes to process improvements, and ensures customer satisfaction through effective problem resolution and support.

Requirements

Associate’s degree in Computer Science, Engineering, Information Technology, or related field, or 4 years equivalent related industry experience.
Minimum of five (5) years of experience in system administration, systems engineering, or IS support roles.
Experience in supporting and managing technical products.
Understanding of cloud computing concepts, including virtualization, containers, microservices, and serverless architecture.
Knowledge of networking concepts and protocols, including TCP/IP, DNS, VPN, and firewalls.
Familiarity with security best practices for cloud environments, including identity and access management, encryption, and compliance standards.
Strong analytical and problem-solving skills to troubleshoot complex issues effectively.
Good communication and collaboration skills, with the ability to work effectively in a team environment.

Nice To Haves

Bachelor’s degree.
Relevant product certifications.
Experience with scripting and automation tools (e.g., PowerShell).
Familiarity with the ITIL framework and service management principles.
Strong troubleshooting skills and ability to resolve complex system issues efficiently.

Responsibilities

Provides technical support to customers and internal teams for product-related issues.
Diagnoses and troubleshoots software and hardware problems.
Utilizes diagnostic tools and methodologies to resolve issues efficiently.
Maintains thorough documentation of support processes, solutions, and technical procedures.
Deploys, configures, and supports product services to meet project needs.
Manages and optimizes infrastructure environments, including user and group management, Group Policy, and domain services.
Supports migrations from on-premises to cloud environments.
Monitors system performance and implements improvements to enhance user experience.
Conducts security assessments and implement measures to protect systems and data.
Assists in the planning, deployment, and execution of technical solutions.
Collaborates with project teams to define technical requirements and ensure alignment with business objectives.
Identifies risks and assist in developing mitigation strategies to ensure project success.
Conducts training sessions for users and project teams on best practices and product features.
Stays updated on product enhancements, industry trends, and emerging technologies.
Contributes to knowledge-sharing initiatives, creating detailed documentation and user guides.
Maintains good customer relationships through excellent service and communication.
Ensures customer satisfaction by addressing and resolving technical issues promptly.
Provides feedback to product development teams based on customer experiences and issues.