Cloud Solutions Technician

As a Cloud Solutions Technician, you will assist clients with technical issues via phone, email, and chat. You will build relationships with clients and help them find solutions while providing exceptional customer service. In this role you will gain exposure to a wide variety of products and services.

Responsibilities

· Provide excellent customer service via phone and remote technical support

· Walk clients through diagnostic procedures to identify and resolve errors

· Ability to handle inbound and outbound Office 365 customer support issues for businesses

· Adhere to established methods for responding to and documenting support requests

· Schedule, coordinate, and deliver follow-up client interactions

· Work with users over the phone and via remote access to answer questions and solve issues with their Office 365 services on both PCs, macOS and mobile devices

Basic/Required

· Have a full understanding of the features/capabilities and hands on experience in following areas:

o Microsoft 365 Admin Center

o Exchange Admin Center

o The Security and Compliance Center

o Microsoft license structure

o PowerShell

o Microsoft Defender

o Intune

· Experience working in ticketing systems: Maintaining workload, Meeting and maintaining ticket SOP’s, Follow proper escalation paths

· Proven phone support etiquette

· Experience managing 3rd party vendor tickets

· Excellent verbal and written communication skills

· Proven time management skills

· Proven reliability and the ability to work independently

· Excellent customer service skills

· Problem solving and troubleshooting skills in the following areas, but not limited to:

o Microsoft Outlook

o Excel, Word

o OneDrive

o SharePoint

o Exchange

· Pleasant, patient and friendly demeanor

· Available to work from 8am to 5pm MT

· Solid understanding of best security practices for a Microsoft 365 environment

Pulled from the full job description

• Health insurance
• 401(k) matching
• Paid time off
• Vision insurance
• Dental insurance, * 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

RyanTech is a Cloud Solution Provider that crafts end-to-end solutions uniquely designed for your business. Our solutions are centered around Email Systems, Microsoft 365, and keeping your systems safe from attacks. We are long time experts in application development, network solutions, and cloud computing in Azure. We are leaders in AI and automation, utilizing the latest technology to enhance our offerings. All elements of our business are delivered with our unparalleled U.S. based in house customer support.