Cloud Engineer (Escalations)

who we are - each of us makes an impact.Essential FunctionsCollaborate 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.Duties and ResponsibilitiesServe 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. Job SpecificationsProfessional certificationsSecurity+ is REQUIRED.Optional / DesiredMicrosoft CertificatesAZ-104SC-300SC-400Technology ExperienceMicrosoft 365 Compliance Administration - AIP, DLP, Data lifecycle management, etc.Teams AdministrationExchange AdministrationSharePoint AdministrationSecurity AdministrationIntuneAzure Technology AD ConnectRecovery ServicesVirtual Machine - Management, monitoring, and troubleshooting.Conditional AccessAzure ADAVDActive Directory Domain ServicesActive Directory Federation ServicesCertificate management and renewalsNetwork TroubleshootingExport Control Notice: This position may involve access to information subject to U.S. export control laws, including the International Traffic in Arms Regulations (ITAR) or the Export Administration Regulations (EAR). Qualified applicants will be considered regardless of national origin or immigration status. If a candidate does not meet the definition of a “U.S. Person” (as defined in 22 CFR § 120.15), the company will assess whether an export license is required. If a license is required, any offer of employment will be contingent upon the candidate’s eligibility for, and the company’s ability to obtain, such a license in accordance with U.S. law. A “U.S. Person” includes U.S. citizens, lawful permanent residents, asylees, and refugees.Work ConditionsWork is typically performed in an office environment. Must be able to remain in a stationary position for extended periods of time. The person in this position may need to occasionally move about inside the office to access file cabinets, office machinery, etc. Constantly operates a computer and other office productivity machinery, such as a calculator, copy machine, and computer printer. May occasionally need to position self to maintain computers, including under the desks and in the server closet. The person in this position frequently communicates with employees and

clients. Must be able to exchange accurate information in these solutions.Summit 7 Systems is an equal opportunity/ affirmative action employer and an alcohol and drug free workplace. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.Summit 7 Systems requires background checks. Any offer of employment is contingent upon the results of a reference/background check. We are a drug and alcohol-free workplace and require pre-employment drug screening.