L2 Cloud Support Technician
Core
Advanced email- and phone-based break/fix and cloud remediation support for Microsoft cloud solutions, managing escalations from L1 and vendor support cases.
Role type
Senior IC cloud support technician (Microsoft 365)
Builds
Resolution of complex Microsoft 365 issues for enterprise clients
Domain
IT Services / Cloud Support
Deliverable
client delivery
Required skills
Microsoft 365 administration, Exchange Online, Microsoft Teams, SharePoint Online, OneDrive, Microsoft Entra ID, Microsoft Intune, Microsoft Defender, Microsoft Purview, Microsoft 365 Copilot, troubleshooting, root cause analysis, GDAP, Conditional Access, hybrid identity environments
Preferred skills
Microsoft Partner Center, CSP/NCE, Active Directory, public DNS (MX, SPF, DKIM, DMARC), Dynamics 365 Business Central, Windows 365
Technologies
Microsoft 365, Microsoft Entra ID, Microsoft Intune, Microsoft Defender, Microsoft Purview, Microsoft 365 Copilot, Salesforce, Partner Center
Responsibilities
Provide live assistance to Cloud L1 technicians and take ownership of escalated cases; Open, monitor, and drive Microsoft support cases through Partner Center; Review and approve Cloud L1 requests to open Microsoft tickets; Troubleshoot GDAP relationships, delegated access, and Conditional Access policies; Isolate issues involving third-party products and hybrid environments; Document all troubleshooting and customer communication in Salesforce; Research and train on emerging Microsoft cloud technologies; Assist in developing functional designs, processes, and runbooks.
Seniority
Mid-Senior, hands-on IC
