Posted today
Top Secret/SCI
Unspecified
Full Scope Polygraph
IT - Hardware
Fort Meade, MD (On-Site/Office)
Job Details
Cloud Customer Support Specialist
TS/SCI w/ FSP clearance required
Fort Meade, MD
We are seeking a Cloud Customer Support Specialist to hire in support of the MSFT-M365 program. This is a great opportunity for someone who thrives in a fast-paced, mission-critical cloud support environment and enjoys high-impact MSFT 365 customer support.
Job Description : We are seeking a Customer Support Specialist to join our Microsoft operations team supporting critical government cloud environments. This role combines technical troubleshooting with customer advocacy, serving as a key resource for diagnosing client-reported issues, coordinating high-priority outage mitigation, and driving continuous improvement across Microsoft 365 cloud services. The ideal candidate will bring customer-service focused professionalism to manage escalations, analytical skills to create root-cause analyses, and technical ability to evaluate evolving support needs.
Key Responsibilities
o Utilize all incident management systems to document ticket resolution information from multiple data sources
o Monitor multiple communication channels (e.g. phone, email, Teams) and respond to meet SLA/KPI requirements
o Resolve open cases to meet program SLA/KPI requirements through regular stakeholder engagement
o Update support cases to reflect accurate metrics
o Facilitate clear communication between stakeholders
o Conduct validation testing according to Troubleshooting Guides
o Manage and maintain workstation systems used for daily operations
o Troubleshoot client issues using documented approaches to identify and resolve common issues
o Identify opportunities for optimization and automation
o Support technical documentation and troubleshooting procedure updates
o Provide detailed status updates via email and ticketing systems
o Support root-cause analyses, ad-hoc metrics, and data discovery requests
Minimum Qualifications
Clearance Requirement
Preferred Qualifications
Job Specific Skills
Other Job Specific Skills
#cjpost
Job Requirements:
Job Description: We are seeking a Customer Support Specialist to join our Microsoft operations team supporting critical government cloud environments. This role combines technical troubleshooting with customer advocacy, serving as a key resource for diagnosing client-reported issues, coordinating high-priority outage mitigation, and driving continuous improvement across Microsoft 365 cloud services. The ideal candidate will bring customer-service focused professionalism to manage escalations, analytical skills to create root-cause analyses, and technical ability to evaluate evolving support needs.
Key Responsibilities
o Utilize all incident management systems to document ticket resolution information from multiple data sources
o Monitor multiple communication channels (e.g. phone, email, Teams) and respond to meet SLA/KPI requirements
o Resolve open cases to meet program SLA/KPI requirements through regular stakeholder engagement
o Update support cases to reflect accurate metrics
o Facilitate clear communication between stakeholders
o Conduct validation testing according to Troubleshooting Guides
o Manage and maintain workstation systems used for daily operations
o Troubleshoot client issues using documented approaches to identify and resolve common issues
o Identify opportunities for optimization and automation
o Support technical documentation and troubleshooting procedure updates
o Provide detailed status updates via email and ticketing systems
o Support root-cause analyses, ad-hoc metrics, and data discovery requests
Minimum Qualifications
Clearance Requirement
Preferred Qualifications
Job Specific Skills
Other Job Specific Skills
Cloud Customer Support Specialist
TS/SCI w/ FSP clearance required
Fort Meade, MD
We are seeking a Cloud Customer Support Specialist to hire in support of the MSFT-M365 program. This is a great opportunity for someone who thrives in a fast-paced, mission-critical cloud support environment and enjoys high-impact MSFT 365 customer support.
Job Description : We are seeking a Customer Support Specialist to join our Microsoft operations team supporting critical government cloud environments. This role combines technical troubleshooting with customer advocacy, serving as a key resource for diagnosing client-reported issues, coordinating high-priority outage mitigation, and driving continuous improvement across Microsoft 365 cloud services. The ideal candidate will bring customer-service focused professionalism to manage escalations, analytical skills to create root-cause analyses, and technical ability to evaluate evolving support needs.
Key Responsibilities
- Customer Support & Case Management
o Utilize all incident management systems to document ticket resolution information from multiple data sources
o Monitor multiple communication channels (e.g. phone, email, Teams) and respond to meet SLA/KPI requirements
o Resolve open cases to meet program SLA/KPI requirements through regular stakeholder engagement
o Update support cases to reflect accurate metrics
o Facilitate clear communication between stakeholders
- Technical Troubleshooting & Problem Resolution
o Conduct validation testing according to Troubleshooting Guides
o Manage and maintain workstation systems used for daily operations
o Troubleshoot client issues using documented approaches to identify and resolve common issues
- Knowledge Management & Continuous Improvement
o Identify opportunities for optimization and automation
o Support technical documentation and troubleshooting procedure updates
o Provide detailed status updates via email and ticketing systems
o Support root-cause analyses, ad-hoc metrics, and data discovery requests
Minimum Qualifications
- BS in Computer Science or other technical discipline is preferred.
- 3+ years of experience in technical support or engineering roles supporting enterprise environments
- 1+ years of hands-on experience with Microsoft 365/Office 365 platform and services
Clearance Requirement
- Must maintain active TS/SCI w/FSP clearance throughout employment
Preferred Qualifications
- Microsoft certifications (AZ-900, MS-900, or equivalent) - required to obtain one within 6 months of start
- Security certifications (SEC+ or equivalent) - required to obtain one within 6 months of start
- Experience with root-cause analysis and trend identification
- Experience with monitoring tools
- Able to quickly learn customer scenarios or new service scenarios
- Strong documentation skills and commitment to knowledge sharing
Job Specific Skills
- Outstanding customer service skills with experience resolving issues in a high-pressure situation
- Strong technical troubleshooting and debugging expertise
- Experience conducting validation testing to ensure system integrity and performance
- Strong written and verbal communication skills with a strong sense of empathy towards customers
- Ability to take ownership of customer concerns, proactively coordinating with appropriate teams to drive resolution and maintain clear communication throughout
- Proven ability to monitor multiple communication channels (e.g. phone, email, Teams) and respond to meet SLA/KPI requirements
Other Job Specific Skills
- Experience with system administration support tools such as Windows/Linux
- Experience supporting a cloud-based environment
- Strong interpersonal skills
- Strong oral and written communication skills
- Experience in supporting Cloud based environment and tools such as Azure/AWS
- Experience analyzing, troubleshooting, and providing solutions for technical issues
- Ability to problem solve and collaborate with team members
- Strong organizational and multi-tasking skills
- Strong in technical communications with both technical and non-technical peers
- Able to maintain professionalism under pressure
- Strong customer focus
#cjpost
Job Requirements:
Job Description: We are seeking a Customer Support Specialist to join our Microsoft operations team supporting critical government cloud environments. This role combines technical troubleshooting with customer advocacy, serving as a key resource for diagnosing client-reported issues, coordinating high-priority outage mitigation, and driving continuous improvement across Microsoft 365 cloud services. The ideal candidate will bring customer-service focused professionalism to manage escalations, analytical skills to create root-cause analyses, and technical ability to evaluate evolving support needs.
Key Responsibilities
- Customer Support & Case Management
o Utilize all incident management systems to document ticket resolution information from multiple data sources
o Monitor multiple communication channels (e.g. phone, email, Teams) and respond to meet SLA/KPI requirements
o Resolve open cases to meet program SLA/KPI requirements through regular stakeholder engagement
o Update support cases to reflect accurate metrics
o Facilitate clear communication between stakeholders
- Technical Troubleshooting & Problem Resolution
o Conduct validation testing according to Troubleshooting Guides
o Manage and maintain workstation systems used for daily operations
o Troubleshoot client issues using documented approaches to identify and resolve common issues
- Knowledge Management & Continuous Improvement
o Identify opportunities for optimization and automation
o Support technical documentation and troubleshooting procedure updates
o Provide detailed status updates via email and ticketing systems
o Support root-cause analyses, ad-hoc metrics, and data discovery requests
Minimum Qualifications
- BS in Computer Science or other technical discipline is preferred.
- 3+ years of experience in technical support or engineering roles supporting enterprise environments
- 1+ years of hands-on experience with Microsoft 365/Office 365 platform and services
Clearance Requirement
- Must maintain active TS/SCI w/FSP clearance throughout employment
Preferred Qualifications
- Microsoft certifications (AZ-900, MS-900, or equivalent) - required to obtain one within 6 months of start
- Security certifications (SEC+ or equivalent) - required to obtain one within 6 months of start
- Experience with root-cause analysis and trend identification
- Experience with monitoring tools
- Able to quickly learn customer scenarios or new service scenarios
- Strong documentation skills and commitment to knowledge sharing
Job Specific Skills
- Outstanding customer service skills with experience resolving issues in a high-pressure situation
- Strong technical troubleshooting and debugging expertise
- Experience conducting validation testing to ensure system integrity and performance
- Strong written and verbal communication skills with a strong sense of empathy towards customers
- Ability to take ownership of customer concerns, proactively coordinating with appropriate teams to drive resolution and maintain clear communication throughout
- Proven ability to monitor multiple communication channels (e.g. phone, email, Teams) and respond to meet SLA/KPI requirements
Other Job Specific Skills
- Experience with system administration support tools such as Windows/Linux
- Experience supporting a cloud-based environment
- Strong interpersonal skills
- Strong oral and written communication skills
- Experience in supporting Cloud based environment and tools such as Azure/AWS
- Experience analyzing, troubleshooting, and providing solutions for technical issues
- Ability to problem solve and collaborate with team members
- Strong organizational and multi-tasking skills
- Strong in technical communications with both technical and non-technical peers
- Able to maintain professionalism under pressure
- Strong customer focus
group id: 10238000
