Cloud Application Support Analyst III at Mercy in Remote
PRIMARY FUNCTION/GENERAL PURPOSE OF POSITION The Cloud Application Support Analyst III is a member of an agile team responsible for supporting cloud and collaboration applications. This role is responsiblefor resolution of day to day cloud productivity and collaboration application technical issues, interfacing with internal clients and external vendors, communicating and implementing changes as specified by business clients and technical leaders, and participating in large projects related to these applications. This role is on a team responsible for implementing and supporting 3rd party cloud applications including the Office 365 suite, Zoom and other collaboration technologies. ESSENTIAL JOB FUNCTIONS Provides remote technical support for specific cloud applications including Office 365, OneDrive, Zoom Provides how-to and troubleshooting support for cloud apps on Windows, MacOS and mobile platforms Engages in tier 2 & 3 troubleshooting on issues identified, providing resolution and remediation Collaborates with other support team members and advanced technology resources to resolve issues Responds to assigned incidents within service-level agreement (SLA) requirements Follows up with customers until resolution Provides sufficient documentation within incident management system Identifies opportunities for knowledge base articles, updates and corrections Provides remote support for integrated teleconference and media sharing rooms Creates, edits, and maintains related knowledge articles in knowledge management system Collaborates with Audio Visual Team on meeting collaboration technologies support needs Manages settings within the Microsoft Office 365 Admin Center that are required to deploy, maintain or enhance the end user experience. Monitors and communicates Mentors associates in Cloud Application Support Analyst I and II roles Creates and tests conditional access policies within Microsoft Azure AD Creates and tests policies that impact access to cloud based applications for Microsoft Windows, MacOS and mobile platforms This document is not an exhaustive list of all responsibilities, skills, duties, requirements, or working conditions associated with the job. Employees may be required to perform other job-related duties as required by their supervisor, subject to reasonable accommodation. LICENSING/CERTIFICATION Microsoft 365 Certified:
Fundamentals / Microsoft (required) Microsoft 365 Certified:
Enterprise Administrator Expert / Microsoft (required) Microsoft 365 Certified:
Modern Desktop Administrator Associate /Microsoft (required) Microsoft 365 Certified:
Teams Administrator Associate / Microsoft (preferred) EDUCATION Bachelor's Degree in the field of computer science, telecommunications, information sciences, or related field (preferred) WORK EXPERIENCE 5 years of experience supporting Windows and MacOS Desktop Operating Systems (required) 5 years of experience configuring and managing Microsoft Office 365 Admin Center settings (required) 5-7 years of experience providing remote technical support (preferred) 5-7 years of experience supporting Zoom (preferred) 5-7 years of experience supporting Office 365 applications and services including OneDrive and Microsoft Teams (preferred) 5-7 years of experience providing how-to support for mobile applications including OneDrive and Microsoft Teams (preferred)
Salary Range:
$80K -- $100K
Minimum Qualification
Technical Support, System & Network AdministrationEstimated Salary: $20 to $28 per hour based on qualifications.
Fundamentals / Microsoft (required) Microsoft 365 Certified:
Enterprise Administrator Expert / Microsoft (required) Microsoft 365 Certified:
Modern Desktop Administrator Associate /Microsoft (required) Microsoft 365 Certified:
Teams Administrator Associate / Microsoft (preferred) EDUCATION Bachelor's Degree in the field of computer science, telecommunications, information sciences, or related field (preferred) WORK EXPERIENCE 5 years of experience supporting Windows and MacOS Desktop Operating Systems (required) 5 years of experience configuring and managing Microsoft Office 365 Admin Center settings (required) 5-7 years of experience providing remote technical support (preferred) 5-7 years of experience supporting Zoom (preferred) 5-7 years of experience supporting Office 365 applications and services including OneDrive and Microsoft Teams (preferred) 5-7 years of experience providing how-to support for mobile applications including OneDrive and Microsoft Teams (preferred)
Salary Range:
$80K -- $100K
Minimum Qualification
Technical Support, System & Network AdministrationEstimated Salary: $20 to $28 per hour based on qualifications.
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