Cloud Technical Support Engineer

Overview

Member Access Processing is seeking a motivated Cloud Technical Support Engineer to support our Microsoft 365, Azure, endpoint, identity, and business application environments. This role will provide hands-on technical support for employees, help administer cloud-based services, troubleshoot access and device issues, assist with application deployments, and support ongoing improvements to MAP’s technology operations. The ideal candidate has 7+ years of experience supporting Microsoft 365 and Azure in a business environment and is comfortable working with internal users, vendors, and technical partners to resolve issues and improve service delivery.

​​Role and Responsibilities​

In this position, you will establish a standard for excellence in the following crucial areas:

Microsoft 365, Azure, Endpoint, and Application Support:

• Microsoft 365 Administration: Support users, groups, shared mailboxes, distribution lists, Teams, SharePoint Online, OneDrive, Exchange Online, and Microsoft 365 licensing.

• Azure and Identity Support: Assist with Microsoft Entra ID administration, MFA, conditional access, role-based access, identity lifecycle tasks, and user access troubleshooting.

• Endpoint Management: Support Microsoft Intune-managed devices, endpoint compliance, application deployments, device enrollment, configuration policies, and end-user troubleshooting.

• Other areas of potential MAP technical skills:

• Active-active processing solutions

• AP batch maintenance file specs

• ISO 8583 network and processor interface specifications

• DPS Forward Resource

• API’s and Mobile App configuration

Telecom Project Execution

• Lead and coordinate day-to-day telecom implementation projects for MAP clients.

• Serve as the primary technical resource during client telecom migrations, network upgrades, and connectivity implementations.

• Coordinate with Visa DPS, clients, telecom carriers, and third-party vendors to implement and support production connectivity solutions.

Telecom Program Management

• Manage portfolio-wide telecom initiatives impacting multiple clients.

• Develop project plans, track milestones, manage risks, and provide executive status reporting.

• Support MAP enterprise telecom strategies including redundancy, active-active connectivity, Equinix Fabric, Visa Cloud Connect, VPN, and related network solutions.

Client-Facing Responsibilities

• Participate in implementation calls with credit unions.

• Gather and validate client network requirements.

• Document solution designs and implementation procedures.

• Provide post-implementation support and operational transition documentation.

Workforce Management

• Workforce Planning: Ability to analyze, forecast, and plan workforce supply and demand to ensure the right number of employees with the right skills are available at the right times.

• Data Analysis: Proficiency in using data analytics to monitor workforce performance, identify trends, and make informed decisions to optimize resource allocation.

• Scheduling and Forecasting: Expertise in creating and managing schedules to meet business needs, while accurately forecasting future staffing requirements based on historical data and business trends.

• Reporting and Communication: Strong skills in generating detailed reports and effectively communicating insights to stakeholders, ensuring transparency and informed decision-making.

• Resource Management: Capability to efficiently allocate and manage resources to maximize productivity and meet organizational goals.

• Problem-Solving: Aptitude for identifying issues and implementing effective solutions to improve workforce efficiency and address capacity challenges.

​​Preferred Skills​

• Microsoft 365 Support: Strong working knowledge of Exchange Online, SharePoint Online, OneDrive, Teams, user/group administration, permissions, and license management.

• Azure and Entra ID: Experience supporting Microsoft Entra ID, Azure virtual machines, basic networking, storage, RBAC, identity lifecycle processes, MFA, and conditional access.

• Endpoint Management: Experience with Microsoft Intune, device enrollment, compliance policies, application deployment, Windows troubleshooting, and remote support.

• Technical Troubleshooting: Ability to diagnose and resolve access, licensing, connectivity, performance, device, and application issues across cloud and endpoint environments.

• Business Application Support: Comfortable supporting line-of-business applications, coordinating with vendors, documenting issues, and escalating when appropriate.

• Documentation: Ability to create clear support notes, troubleshooting steps, knowledge base articles, and user-facing instructions.

• Customer Service and Communication: Strong communication skills with the ability to support end users, explain technical issues clearly, and work effectively with internal teams and vendors.

• Microsoft 365 Administration: 7 years of hands-on experience supporting a Microsoft 365 environment, including user and group administration, Exchange Online, SharePoint Online, OneDrive, Teams, and license management.

• Azure Support Experience: Experience supporting Azure services such as Microsoft Entra ID, Azure virtual machines, storage, networking, role-based access control, and basic monitoring/troubleshooting.

• Endpoint and Identity Management: Familiarity with Microsoft Intune, device enrollment, endpoint compliance, MFA, conditional access, and identity lifecycle processes.

• Automation and Scripting: Preferred experience using PowerShell and Power Automate to automate Microsoft 365, Azure, Intune, user lifecycle, reporting, and support workflows.

• Security Awareness: Familiarity with least privilege access, secure authentication practices, endpoint security, audit support, and compliance-driven documentation.

• Project and Change Support: Ability to assist with system changes, application rollouts, onboarding/offboarding tasks, and technology improvement initiatives.

• Strong proficiency in Excel
• Reporting and Communication: Strong skills in generating detailed reports and effectively communicating insights to stakeholders.

Qualifications and Education Requirements:

• Bachelor's Degree in Computer Science, Information Technology, or a related field preferred; equivalent Microsoft 365, Azure, endpoint support, or help desk experience may be considered.

• Minimum 7 years of experience supporting Microsoft 365 and Azure environments in a business setting.

• Experience administering or supporting Microsoft 365 services, including Exchange Online, Teams, SharePoint Online, OneDrive, users, groups, permissions, and licensing.

• Experience supporting Microsoft Entra ID, MFA, conditional access, identity lifecycle processes, RBAC, and Azure-related access or connectivity issues.

• Experience supporting Windows endpoints, Microsoft Intune-managed devices, application deployment, endpoint compliance, and remote troubleshooting.

• Strong troubleshooting, documentation, communication, and customer service skills with the ability to coordinate with vendors and internal stakeholders.

• Minimum 7 years of experience supporting Microsoft 365 and Azure environments in a business setting.

• Ability to troubleshoot Microsoft 365 and Azure-related access, licensing, connectivity, device, and application issues while documenting resolutions and escalating when appropriate