What are the responsibilities and job description for the Premier Support Engineer (7pm-5am CST Fri-Mon) position at US Cloud?
As a Premier Support Engineer at US Cloud, you will be an essential part of our technical support team, assisting clients in deploying, operating, and troubleshooting Microsoft technologies. This role focuses on driving client success by resolving complex technical issues, ensuring high levels of customer satisfaction, and contributing to service improvement initiatives. You'll work collaboratively with both clients and internal teams to ensure the successful adoption of Microsoft solutions, including but not limited to Windows Server, Office 365, Azure, SharePoint, Exchange, SQL, Teams, System Center, and Dynamics.
Level Specific Responsibilities
Handle a consistent flow of fundamental to advanced-level tickets, actively driving resolutions.
Focus on key performance metrics, ensuring high client satisfaction through effective ticket resolution.
Work with fellow PSEs and Escalation Engineers (EEs) to drive ticket closure and share best practices.
Participate in service delivery improvements by contributing data and feedback from ticket management.
Contribute to the development of technical knowledge and documentation.
Core Responsibilities
Break / Fix Ticket Resolution
Use strong knowledge of Microsoft technologies to efficiently resolve tickets.
Quickly identify and troubleshoot issues to provide timely, lasting solutions.
Document all troubleshooting steps and keep clients updated on progress.
Service Improvement Contribution
Identify and suggest improvements to enhance service delivery.
Contribute to Knowledge Base articles and share lessons learned.
Analyze ticket trends and recommend changes to prevent recurring issues.
Proactive Account Management and Customer Communication
Maintain regular communication with clients, addressing issues proactively.
Advocate for client needs, providing strategic solutions aligned with their goals.
Monitor client systems and offer advice to prevent technical issues.
Support Knowledge Lake Buildout
Create and maintain technical documentation for internal and client use.
Collaborate with team members to fill knowledge gaps and improve resources.
Communicate technical issues clearly for both technical and non-technical audiences.
Continuous Learning and Development
Pursue relevant certifications to stay current in Microsoft technologies.
Share new knowledge with the team through training and mentoring.
Apply new skills to improve daily tasks and seek opportunities for professional growth.
4 years of experience in Microsoft technologies.
Proficiency (3 years) in Windows Server.
Advanced understanding of Active Directory / Azure AD and DNS.
Demonstrated skills in technical writing.
Consistent ability to excel in a virtual work environment.
Ongoing pursuit of advanced certifications in Microsoft technologies.
A degree in Computer Science, Management Information Systems, Business, or related field or equivalent work experience.
US Cloud is an equal opportunity employer, and we value diversity at our company. We do not discriminate based on race, religion, color, national origin, dietary preferences, gender, sexual orientation, age, fashion sense, marital status, veteran status, disability status, or political leanings. Come as you are.