Cloud Support Analyst

Description

We are laser focused on delivering quality and excellence to our clients for their technology modernization needs, business and technology strategy, and cloud transformation initiatives. We are a nationally recognized Microsoft Partner of the Year and the largest, leading IT service provider headquartered in San Diego. As a Top 1% Microsoft Cloud Solution Provider, with engineers that individually hold over 38 Microsoft certifications, our clients trust us because we are the experts!

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 the scope of support services. The Cloud Support Analyst will also serve as backup for Asset Management operations at our Pineville, LA headquarters. They will be responsible for the following:

• 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 Connect Wise 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…