Cloud Support Analyst

Why clients love us: We are laser focused on delivering quality and excellence to our clients for their technology modernization needs, business and technology strategy, and cloud transformation initiatives. We are a nationally recognized Microsoft Partner of the Year and the largest, leading IT service provider headquartered in San Diego. As a Top 1% Microsoft Cloud Solution Provider, with engineers that individually hold over 38 Microsoft certifications, our clients trust us because we are the experts! The value you'll bring: As a member of the Managed Operations Center with an indirect reporting connection to the Cloud & Procurement team, the Cloud Support Analyst will leverage entry-level to intermediate technical support knowledge to provide superior customer service to cloud services clients, serving as the primary point of contact for fielding and triaging tickets related to customers’ Microsoft stack issues including Azure, Dynamics 365, Microsoft Security, Teams, and Microsoft 365. This role focuses on first-line troubleshooting and resolution attempts, appropriate escalation (internally or with Microsoft directly), and clear expectation-setting with customers regarding scope of support services. The Cloud Support Analyst will also serve as backup for Asset Management operations at our Pineville, LA headquarters. They will be responsible for the following: Cloud & Microsoft Stack Support Ticket Intake & Triage • Answer incoming help desk inquiries via phone, email, and ticketing system, providing a positive first impression of our company and setting clear expectations regarding scope of support services • Field and triage tickets related to customers’ Microsoft stack issues including Azure, Dynamics 365, Microsoft Security, Teams, SharePoint, Exchange Online, and Microsoft 365 • Use entry-level to intermediate technical skills and company processes/client SLAs to prioritize the urgency of each inquiry and assign tickets appropriately • Clearly communicate with customers when issues fall outside the scope of included support services and require authorization of a Time & Materials engagement prior to proceeding First-Line Troubleshooting & Resolution • Perform first-line troubleshooting and resolution attempts for Microsoft 365, Azure, Dynamics 365, Teams, SharePoint, Exchange Online, and Microsoft Security issues • Leverage available resources including Copilot Agents, Microsoft Partner Center, and Microsoft documentation/knowledge bases to research issues prior to escalation • Create and manage user accounts, licenses, and configurations in Microsoft 365 and Azure AD environments • Monitor and maintain knowledge of Microsoft licensing models, compliance requirements, and service updates Escalation & Vendor Engagement • Escalate complex issues following documented procedures, routing to internal senior specialists or directly to Microsoft as a Microsoft Partner when appropriate • Utilize Microsoft Partner resources, support portals, and service request processes to engage Microsoft support on behalf of clients • Document all customer interactions, troubleshooting steps, and technical resolutions in ConnectWise ticketing system • Monitor ticket queues and ensure timely assignment and resolution per client SLAs, communicating with appropriate parties to keep tickets moving through the resolution process Process & Documentation • Generate customer reports for monthly billing processes • Communicate technical information clearly and effectively over the phone, in person, and in writing to both technical and non-technical audiences • Maintain a high degree of professionalism, confidentiality, and integrity while accessing client data/systems and supporting mission-critical environments • Contribute to internal knowledge base articles and troubleshooting documentation to improve team efficiency Asset Management Backup Asset Lifecycle Management • Serve as backup for IT asset inventory and lifecycle tracking for managed services clients • Configure new and refurbished desktops, laptops, and mobile devices per client specifications when needed • Image systems using Microsoft SCCM, Intune, or similar deployment tools • Maintain accurate asset databases and documentation Hardware Configuration & Logistics • Process outbound shipments including labeling, secure packaging, and carrier coordination • Receive and inventory incoming equipment, documenting serial numbers, warranties, and specifications • Install and configure software applications according to client requirements • Coordinate with Procurement team on inventory management and vendor relationships Security & Monitoring Tools (Preferred) • Familiarity with endpoint protection platforms (SentinelOne, CrowdStrike, etc.) • Experience with network monitoring solutions (LogicMonitor, PRTG, etc.) • Knowledge of cybersecurity best practices and compliance requirements • Serve as “remote hands” for equipment processing at headquarters General Responsibilities • Maintain strict confidentiality and security protocols when accessing client systems • Participate in continuous learning and professional development activities • Collaborate effectively with cross-functional teams • Adhere to all company policies, procedures, and security standards • Perform related functions as assigned by supervisor, to include general office support Requirements Education and Work Experience Requirements: • An associate’s degree in computer science or related field, or 1+ years of technical support/troubleshooting experience (Microsoft 365, Azure, cloud services, networking, desktop) preferred. 1+ year of customer service experience in a process-oriented environment required. Equivalent combinations of education and/or experience will be considered. Previous experience in a multi-client Managed Services and/or helpdesk environment is strongly preferred. • Demonstrated ability to provide outgoing, enthusiastic customer service with a drive to deliver exceptional service to both internal and external team members. • Demonstrated history of taking ownership/accountability of assigned tasks. • Strong organization and problem-solving skills; experience prioritizing multiple responsibilities in a fast-paced environment. • Excellent verbal and written English communication skills along with exceptional interpersonal skills. • Demonstrated integrity and the ability to maintain client confidentiality. Technical Skills/Competencies: • Proficiency in Microsoft 365 administration and troubleshooting required. Working knowledge of Azure, Dynamics 365, Teams, SharePoint, Exchange Online, and Microsoft Security solutions highly desired. Familiarity with Microsoft Partner Center and support resources a plus. • Demonstrated ability to leverage AI-assisted tools (e.g., Copilot Agent) and available resources/knowledge bases for independent research and troubleshooting prior to escalation. • Microsoft or other technical certifications (AZ-900, MS-900, MD-102, SC-900, CompTIA A+, Network+) highly desired and may become required for continued employment. • Proficient troubleshooting skills in a Windows environment, including desktop OS, Microsoft 365 applications, and cloud services. • Basic knowledge of Microsoft Entra ID (Azure AD), Exchange Online, and networking concepts including DNS, DHCP, and firewalls a plus. Experience with SCCM or Intune for device management preferred. • Knowledge of cybersecurity concepts, endpoint protection platforms (SentinelOne, CrowdStrike), and network monitoring tools (LogicMonitor, PRTG) a plus. • Previous experience working within ticketing systems preferred (ideally Connectwise) • Apple/Macintosh/iPhone/iPad troubleshooting experience a plus. Work Location: This position works onsite from our office in Pineville, Louisiana. Shift/Availability Requirements: Monday through Friday, hours to be agreed upon based on Company needs. Company operates in Pacific Time Zone, though some scheduling flexibility may be offered for employees in other regions. Physical Demands: The essential functions of this job require: the ability to frequently sit and stand for long periods of time; to manipulate objects with fine and gross motor skills; to frequently lift and maneuver 10 pound objects and occasionally lift and maneuver 50 pound objects; to communicate in written and spoken English; to hear; to utilize close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus. Managed Solution is an equal opportunity employer and will consider qualified applicants who can perform the essential functions of the job, with or without reasonable accommodation. Ability to safely and successfully perform the essential job functions consistent with the ADA, FMLA and other federal, state and local standards, including meeting qualitative and/or quantitative productivity standards. Ability to maintain regular, punctual attendance consistent with the ADA, FMLA and other federal, state and local standards. Must be able to talk, listen and speak clearly on telephone. Compensation & Benefits* Base Wage Range: $21.00 to $25.00 per hour Managed Solution considers a range of factors when determining an appropriate wage. Such factors include but are not limited to: years of related experience, industry knowledge, formal education, relevant certifications, and geographic location. Candidates should note that it is not typical for new hires to enter a position at the highest end of a position’s pay range. Wages are paid as earned and in accordance with Company policies. Additional Perks: • PTO – earn up to 10 days in year 1; 15 days in year 2; and 20 days in years 3+ • 40 hours of Sick Time per calendar year • 401k – Eligibility after 90 days; Managed Solution matches 50% of your first 6% in contributions, starting after 90 days • Holidays – Managed Solution celebrates 7 paid holidays each year • Plus, 1 Floating Holiday per Year… and 2 After 5 Years of Service! • Medical, Dental, Vision – Managed Solution pays 80% of the employee cost on the base plan + 15% of dependent costs on the base plan (Optional Flexible Spending Account for eligible Health Care or Dependent Care costs) • Telemedicine options: “see” a medical provider from anywhere, over the phone, 24/7 • $100K Life/AD&D policy provided for all employees, free of charge! • Employee Assistance Program – free financial consultation; counseling services; 24/7 traveler’s assistance; and more! • $80/Month Cell Phone + Internet Reimbursement • All Company compensation and benefits programs are subject to Company policy and plan documents and are subject to change at Company’s sole discretion. Some programs may differ based on eligibility/availability/regulations in an employee's home state or locale. Why our employees love working here: We believe our strength comes from our differences, and we are committed to fostering and promoting a culture of diversity and inclusion. We believe our team and our community are our greatest assets and we strive to promote both. From providing our employees the time to pursue Microsoft certifications, to supporting and partnering with multiple non-profit organizations, we believe this is where healthy and happy employees thrive. As we grow, we are anchored and driven by our Core Values: I <3 IT! • Integrity – We demonstrate consistent, trustworthy behavior. We are honest with everyone, take ownership (even in the face of failure), and do the right thing... even when no one is looking. • Heart – We show genuine care for our community, our customers, and our culture. We believe people are at the heart of IT! We are authentic, inclusive, and take time to celebrate and enjoy one another's company. • Innovation – We cultivate a diverse work environment and forward-thinking business by supporting an open exchange of ideas, driven by creativity and collaboration. We're dedicated to consistently delivering excellence through a ‘yes- to- what’s-next’ attitude. • Teamwork – We work together and support one another to achieve a clear, common goal, while taking accountability for our own contribution's and the overall team's success. Inclusion & Equal opportunity employment: We are an equal opportunity employer committed to Diversity, Inclusion & Belonging. Individuals seeking employment at Managed Solution are considered without regard to any protected category including but not limited to, race, color, religion, national origin, age, sex, marital status, ancestry, disability, veteran status, gender identity or sexual orientation. At Managed Solution we are dedicated to building a diverse, inclusive, and authentic workplace, so if you’re excited about this role but your past experience doesn’t align perfectly with every qualification in the job description, we encourage you to apply anyways. You may be just the right candidate for this or other roles. E-Verify Participation: Federal law requires all employers to verify the identity and employment eligibility of all persons hired to work in the United States. Managed Solution participates in the federal E-Verify program to validate the authenticity of work eligibility documents. As part of this program, Managed Solution will provide the Social Security Administration (SSA) and, if necessary, the Department of Homeland Security (DHS), with information from each new employee’s Form I-9 to confirm work authorization. For more information, see https://www.uscis.gov/e-verify. Application Information and Hiring Timeline: The initial application window will be through March 31, 2026. If this posting remains open beyond that date, Managed Solution may have extended the application window or may be collecting resumes for potential future openings. If you have questions regarding the status of this posting, please contact careers@managedsolution.com. If you have applied previously to roles with our team but have not been selected, feel free to reapply if you remain qualified, eligible, and interested in the position outlined above. • By submitting a resume, you agree to the terms and conditions of our Job Applicant Privacy Policy. Apply tot his job Apply To this Job