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.
· 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.
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 Case 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 and Use of AI Tools
· Create and maintain technical documentation for internal and client use.
· Promote and support the use of AI tools.
· 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.
US Cloud helps enterprises 𝗰𝘂𝘁 𝗠𝗶𝗰𝗿𝗼𝘀𝗼𝗳𝘁 𝘀𝘂𝗽𝗽𝗼𝗿𝘁 𝗰𝗼𝘀𝘁𝘀 𝗯𝘆 𝟱𝟬–𝟳𝟱%—without sacrificing coverage or operational confidence. Over the past several years, we’ve worked with 𝗙𝗼𝗿𝘁𝘂𝗻𝗲 𝟱𝟬𝟬 𝗮𝗻𝗱 𝗚𝗹𝗼𝗯𝗮𝗹 𝟮𝟬𝟬𝟬 𝗼𝗿𝗴𝗮𝗻𝗶𝘇𝗮𝘁𝗶𝗼𝗻𝘀 that discovered 𝘔𝘪𝘤𝘳𝘰𝘴𝘰𝘧𝘵 𝘜𝘯𝘪𝘧𝘪𝘦𝘥 𝘚𝘶𝘱𝘱𝘰𝘳𝘵 had quietly become one of their 𝚕̲𝚊̲𝚛̲𝚐̲𝚎̲𝚜̲𝚝̲ ̲𝚊̲𝚗̲𝚍̲ ̲𝚕̲𝚎̲𝚊̲𝚜̲𝚝̲ ̲𝚌̲𝚑̲𝚊̲𝚕̲𝚕̲𝚎̲𝚗̲𝚐̲𝚎̲𝚍̲ ̲𝙸̲𝚃̲ ̲𝚎̲𝚡̲𝚙̲𝚎̲𝚗̲𝚜̲𝚎̲𝚜̲. In many cases, Unified was 𝗰𝗼𝘀𝘁𝗶𝗻𝗴 𝗺𝗶𝗹𝗹𝗶𝗼𝗻𝘀 𝗽𝗲𝗿 𝘆𝗲𝗮𝗿, automatically bundled into Enterprise Agreements, and priced based on Microsoft spend—not actual value delivered. The problem isn’t support. It’s the 𝗨𝗻𝗶𝗳𝗶𝗲𝗱 𝗦𝘂𝗽𝗽𝗼𝗿𝘁 𝗺𝗼𝗱𝗲𝗹. Unified ties support cost directly to licensing growth, locks enterprises into coterminous renewals, and limits leverage at exactly the moment 𝗖𝗜𝗢𝘀 𝗮𝗻𝗱 𝗣𝗿𝗼𝗰𝘂𝗿𝗲𝗺𝗲𝗻𝘁 are under pressure to: • Reduce structural IT spend • Improve operational resilience • Fund security, AI, and modernization initiatives As a result, leading enterprises are rethinking a long-held assumption: 𝗧𝗵𝗮𝘁 𝗠𝗶𝗰𝗿𝗼𝘀𝗼𝗳𝘁 𝘀𝘂𝗽𝗽𝗼𝗿𝘁 𝗺𝘂𝘀𝘁 𝗯𝗲 𝗯𝗼𝘂𝗴𝗵𝘁 𝗳𝗿𝗼𝗺 𝗠𝗶𝗰𝗿𝗼𝘀𝗼𝗳𝘁. So far, this shift has helped organizations 𝗿𝗲𝗱𝗶𝗿𝗲𝗰𝘁 𝗺𝗼𝗿𝗲 𝘁𝗵𝗮𝗻 $𝟱𝟬𝟬𝗠 out of Unified Support and into higher-value priorities like: • 𝘚𝘦𝘤𝘶𝘳𝘪𝘵𝘺 𝘢𝘯𝘥 𝘳𝘦𝘴𝘪𝘭𝘪𝘦𝘯𝘤𝘦 𝘱𝘳𝘰𝘨𝘳𝘢𝘮𝘴 • 𝘊𝘭𝘰𝘶𝘥 𝘢𝘯𝘥 𝘮𝘰𝘥𝘦𝘳𝘯𝘪𝘻𝘢𝘵𝘪𝘰𝘯 𝘪𝘯𝘪𝘵𝘪𝘢𝘵𝘪𝘷𝘦𝘴 • 𝘈𝘐 𝘢𝘯𝘥 𝘥𝘢𝘵𝘢 𝘱𝘭𝘢𝘵𝘧𝘰𝘳𝘮 𝘪𝘯𝘷𝘦𝘴𝘵𝘮𝘦𝘯𝘵𝘴 US Cloud is 𝗚𝗮𝗿𝘁𝗻𝗲𝗿-𝗿𝗲𝗰𝗼𝗺𝗺𝗲𝗻𝗱𝗲𝗱, widely adopted by regulated and global enterprises, and designed to 𝚛̲𝚎̲𝚍̲𝚞̲𝚌̲𝚎̲ risk—not introduce it. If you’re: • 𝗔𝗽𝗽𝗿𝗼𝗮𝗰𝗵𝗶𝗻𝗴 𝗮𝗻 𝗘𝗔 𝗼𝗿 𝗨𝗻𝗶𝗳𝗶𝗲𝗱 𝗿𝗲𝗻𝗲𝘄𝗮𝗹 • 𝗟𝗼𝗼𝗸𝗶𝗻𝗴 𝘁𝗼 𝗳𝘂𝗻𝗱 𝗔𝗜, 𝘀𝗲𝗰𝘂𝗿𝗶𝘁𝘆, 𝗼𝗿 𝗺𝗼𝗱𝗲𝗿𝗻𝗶𝘇𝗮𝘁𝗶𝗼𝗻 𝘄𝗶𝘁𝗵𝗼𝘂𝘁 𝗶𝗻𝗰𝗿𝗲𝗮𝘀𝗶𝗻𝗴 𝗯𝘂𝗱𝗴𝗲𝘁 Let's talk options.
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