Bam Boom Cloud Looking for Microsoft Cloud 3rd Line Technical Support at Remote

Bam Boom Cloud; United States; Remote; USD 60,000 - 100,000; Full time

Job summary

Join a dynamic and innovative team at a leading Microsoft partner, where your skills in modern work support will shine. As a 3rd Line Support Engineer, you will tackle complex technical challenges, provide exceptional customer service, and mentor junior staff in a collaborative environment. Enjoy the flexibility of working from anywhere while contributing to exciting projects and career growth opportunities. With a focus on problem-solving and teamwork, this role offers a unique chance to elevate your career in a supportive and engaging workplace. Don't miss the opportunity to be part of a family-oriented culture that values respect and personal development.

Benefits

Unlimited holidays

Work from home

Life insurance

Career progression opportunities

Great training opportunities

Amazing office facilities

Great relationships with Microsoft

Qualifications

• Extensive understanding of Microsoft technologies and server virtualization.
• Strong skills in networking and firewall products are essential.

Responsibilities

• Provide support escalations and assist client IT teams.
• Document troubleshooting processes and mentor junior technicians.

Skills

Microsoft Technologies

Windows 10/11

Microsoft 365

Azure

Endpoint Manager

Hyper-V

SQL Server

Firewall products

Networking (TCP/IP, VLANs)

Server virtualization

Education

Microsoft Certifications

Technical Support Experience

Tools

Datto

Veeam

Altaro

Job description

Our business at Bam Boom Cloud is BOOM-ing and 2022 is shaping up to be our best year yet! We are looking for an extraordinary Modern Work 3rd Line Support Engineer to join our BAM-ily and this is where you come in.

How would you like to join Microsoft’s Partner of the Year for 2022 and take your career to the next level?

Why work for us?

• Partner of the Year 2022
• Unlimited holidays
• Work from anywhere, anytime, forever: just get the job done to an awesome standard, we don’t mind how!
• Amazing office facilities, including Bar, pool table and soundproof pods
• Career progression opportunities
• Great training and opportunities to improve how we do what we do
• Great clients
• Great relationships with Microsoft

Most importantly, we offer the experience of working with amazing people in a family environment where you are treated with value and respect.

What do we need from you?

The perfect person will love to solve problems and think outside the box. You will need to work well in a team but also be an independent thinker. Being proactive is key for success in this role, always coming up with new innovative ideas to resolve issues and providing the best customer journey for all our clients.

You will need to possess an approachable attitude to give advice and guidance to our junior support technicians and constantly look for better ways to achieve goals.

This role is ideal for someone looking to make the next leap in their career, possibly a 2nd line engineer ready to move up or a technical engineer from a small firm wanting to work for a Microsoft partner.

Experience/Skills/Qualifications needed:

• Extensive understanding of Microsoft Technologies including Windows 10/11, Microsoft 365, Azure, Endpoint Manager & Autopilot, Hyper-V, Windows Server, Exchange Server (Including Exchange Online Hybrid Deployments), SQL Server
• Solid understanding of UTM and Firewall products (SonicWALL/Watchguard/Cisco and others)
• Understanding of server virtualisation in Hyper-V environments, including failover clustering and SAN storage; VMWare experience also desirable
• Understanding of server backup solutions (Datto/Altaro/Veeam and others)
• Strong understanding of network settings including TCP/IP, VLANs, Routing, port forwarding and NAT
• Microsoft Fundamental, Associate or Expert Certifications are extremely desirable

What will you actually do?

• Take support escalations from 2nd line support, Customer Success Managers, and key contacts for our portfolio of clients.
• Provide out of hours escalation support to our 24/7 support partners (rota based).
• Work directly with client in-house IT teams and provide them with a point of escalation and assist with systems administration.
• Conduct RCA of monitoring alerts.
• Review and approve issues that need escalating to on-site engineers.
• Document repeatable troubleshooting processes and procedures.
• Review and apply SSL certificates to applications and services.
• Mentor 1st and 2nd line technicians.
• Assist with 1st and 2nd line workloads when necessary.

Job Type: Full-time

Benefits:

• Life insurance
• Work from home

Schedule:

Experience:

• 2nd line technical support: 3 years (Required)
• Azure and O365: 1 year (Preferred)