Cloud Engineer (Escalations)

Summary

Summit 7 is seeking a Cloud Engineer (Escalations) to support its engineering operations and client services. The role serves as a technical escalation point for Microsoft 365 and Azure issues, coordinates technical changes, resolves complex problems, manages ticket priorities and service levels, and develops technical processes and documentation.

Responsibilities

• Collaborate with various teams to identify, design, and document technical processes that improve efficiency, consistency, and quality of our operations. Leverage your 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
• Monitoring the ticket backlog, identifying bottlenecks, and working 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
• Managing personal Key Performance Indicators, forecasting current workload for upcoming effort availability, and ensuring 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

Skills

• Non-Exempt
• Security+ is REQUIRED
• Microsoft 365
• Compliance Administration - AIP, DLP, Data lifecycle management, etc
• Teams Administration
• Exchange Administration
• SharePoint Administration
• Security Administration
• Intune
• 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
• AZ-104
• SC-300
• SC-400

Qualifications

Must Haves

• Non-Exempt
• Security+ is REQUIRED
• Microsoft 365
• Compliance Administration - AIP, DLP, Data lifecycle management, etc
• Teams Administration
• Exchange Administration
• SharePoint Administration
• Security Administration
• Intune
• 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

• AZ-104
• SC-300
• SC-400

Benefits

• Remote work