Cloud Customer Support Specialist (MD - Swing)

ASM Research, An Accenture Federal Services Company; Maryland; On-site; USD 113,000 - 122,000; Full time

Job summary

ASM Research, An Accenture Federal Services Company, seeks a Customer Support Specialist for our Microsoft operations team supporting government cloud environments. You will diagnose client issues, escalate outages, and drive continuous improvement in Microsoft 365 services.

The role requires strong customer service, root-cause analyses, and hands-on experience with Microsoft 365. A TS/SCI w/FSP clearance is required to maintain eligibility throughout employment.

Qualifications

• BS in Computer Science or related technical discipline is preferred.
• 3+ years of experience in technical support or engineering roles.
• 1+ years of hands-on experience with Microsoft 365/Office 365.

Responsibilities

• Customer Support & Case Management
• Utilize incident management systems to document ticket resolutions from multiple data sources
• Monitor multiple communication channels (phone, email, Teams) and respond to meet SLA/KPI requirements
• Resolve open cases to meet program SLA/KPI requirements through regular stakeholder engagement
• Update support cases to reflect accurate metrics
• Facilitate clear communication between stakeholders
• Technical Troubleshooting & Problem Resolution
• Conduct validation testing according to Troubleshooting Guides
• Manage and maintain workstation systems used for daily operations
• Troubleshoot client issues using documented approaches to identify and resolve common issues
• Knowledge Management & Continuous Improvement
• Identify opportunities for optimization and automation
• Support technical documentation and troubleshooting procedure updates
• Provide detailed status updates via email and ticketing systems
• Support root-cause analyses, ad-hoc metrics, and data discovery requests

Skills

Customer service

Troubleshooting

Communication

Ownership

SLA monitoring

Education

Bachelor's degree in Computer Science or related technical discipline

Tools

Windows

Linux

Azure

AWS

Job description

We are seeking a Customer Support Specialist to join our Microsoft operations team supporting critical government cloud environments. This role combines technical troubleshooting with customer advocacy, serving as a key resource for diagnosing client-reported issues, coordinating high-priority outage mitigation, and driving continuous improvement across Microsoft 365 cloud services. The ideal candidate will bring customer-service focused professionalism to manage escalations, analytical skills to create root-cause analyses, and technical ability to evaluate evolving support needs.

Key Responsibilities

• Customer Support & Case Management

• Utilize all incident management systems to document ticket resolution information from multiple data sources

• Monitor multiple communication channels (e.g. phone, email, Teams) and respond to meet SLA/KPI requirements

• Resolve open cases to meet program SLA/KPI requirements through regular stakeholder engagement

• Update support cases to reflect accurate metrics

• Facilitate clear communication between stakeholders

• Technical Troubleshooting & Problem Resolution

• Conduct validation testing according to Troubleshooting Guides

• Manage and maintain workstation systems used for daily operations

• Troubleshoot client issues using documented approaches to identify and resolve common issues

• Knowledge Management & Continuous Improvement

• Identify opportunities for optimization and automation

• Support technical documentation and troubleshooting procedure updates

• Provide detailed status updates via email and ticketing systems

• Support root-cause analyses, ad-hoc metrics, and data discovery requests

Minimum Qualifications

• BS in Computer Science or other technical discipline is preferred.

• 3+ years of experience in technical support or engineering roles supporting enterprise environments

• 1+ years of hands-on experience with Microsoft 365/Office 365 platform and services

Clearance Requirement

• Must maintain active TS/SCI w/FSP clearance throughout employment

Preferred Qualifications

• Microsoft certifications (AZ-900, MS-900, or equivalent) – required to obtain one within 6 months of start

• Security certifications (SEC+ or equivalent) – required to obtain one within 6 months of start

• Experience with root-cause analysis and trend identification

• Experience with monitoring tools

• Able to quickly learn customer scenarios or new service scenarios

• Strong documentation skills and commitment to knowledge sharing

Job Specific Skills

• Outstanding customer service skills with experience resolving issues in a high-pressuresituation

• Strong technical troubleshooting and debugging expertise

• Experience conducting validation testing to ensure system integrity and performance

• Strong written and verbal communication skills with a strong sense of empathy towards customers

• Ability to take ownership of customer concerns, proactively coordinating with appropriate teams to drive resolution and maintain clear communication throughout

• Proven ability to monitor multiple communication channels (e.g. phone, email, Teams) and respond to meet SLA/KPI requirements

Other Job Specific Skills

• Experience with system administration support tools such as Windows/Linux

• Experience supporting a cloud-based environment

• Strong interpersonal skills

• Strong oral and written communication skills

• Experience in supporting Cloud based environment and tools such as Azure/AWS

• Experience analyzing, troubleshooting, and providing solutions for technical issues

• Ability to problem solve and collaborate with team members

• Strong organizational and multi-tasking skills

• Strong in technical communications with both technical and non-technical peers

• Able to maintain professionalism under pressure

• Strong customer focus

Compensation Ranges

Compensation ranges for ASM Research positions vary depending on multiple factors; including but not limited to, location, skill set, level of education, certifications, client requirements, contract-specific affordability, government clearance and investigation level, and years of experience. The compensation displayed for this role is a general guideline based on these factors and is unique to each role. Monetary compensation is one component of ASM's overall compensation and benefits package for employees.

EEO Requirements

It is the policy of ASM that an individual's race, color, religion, sex, disability, age, sexual orientation or national origin are not and will not be considered in any personnel or management decisions. We affirm our commitment to these fundamental policies.

All recruiting, hiring, training, and promoting for all job classifications is done without regard to race, color, religion, sex, disability, or age. All decisions on employment are made to abide by the principle of equal employment.

Physical Requirements

The physical requirements described in "Knowledge, Skills and Abilities" above are representative of those which must be met by an employee to successfully perform the primary functions of this job. (For example, "light office duties' or "lifting up to 50 pounds" or "some travel" required.) Reasonable accommodations may be made to enable individuals with qualifying disabilities, who are otherwise qualified, to perform the primary functions.

Disclaimer

The preceding job description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job.

$113,000 - $122,000

EEO Requirements

It is the policy of ASM that an individual's race, color, religion, sex, disability, age, gender identity, veteran status, sexual orientation or national origin are not and will not be considered in any personnel or management decisions. We affirm our commitment to these fundamental policies.

All recruiting, hiring, training, and promoting for all job classifications is done without regard to race, color, religion, sex, veteran status, disability, gender identity, or age. All decisions on employment are made to abide by the principle of equal employment.