Cloud & M365 Support Associate

ScanSource; Wade Hampton (SC); On-site; USD 60,000 - 70,000; Full time

Benefits offered by this job

Medical/dental/vision coverage

Life insurance

401(k) with matching

128 hours PTO per year (prorated)

8 paid holidays

Job summary

Channel Exchange, a ScanSource, Inc. company, seeks a Technical Support Specialist I to provide post-sale support and assist the sales team with go-to-market strategies. The role covers Tier-1 break-fix for cloud services from Microsoft, Acronis, Bitdefender, and related vendors.

The ideal candidate has 1+ year in IT Help Desk, MSP exposure, and hands-on M365 experience. Strong customer-facing skills and a drive to learn certifications are required.

Qualifications

• At least 1 year of IT Help Desk experience.
• Experience providing technical support for M365 products (Teams, Exchange Online, SharePoint, OneDrive, Power BI).
• Familiar with setting up identity services like Active Directory and Entra ID.
• Ability to work independently and in a team.
• Ability to manage a high case load and prioritize tasks.
• Willingness to learn new technologies through certifications.

Responsibilities

• Provide post and, at times, pre-sale support to partners and customers.
• Provide 1st tier support to Channel Exchange customers.
• Liaise with 3rd party vendors (e.g., Microsoft) regarding cases and product changes.
• Escalate unresolved cases and own tickets from start to finish.
• Deliver world-class customer engagement and effective case management.
• Educate teammates, partners, and customers on troubleshooting techniques.
• Support Sales and Marketing with technical insights and quotes.

Skills

IT Help Desk

M365 Support

Active Directory

Entra ID

Independent worker

Case prioritization

Certifications

Education

Bachelor's Degree in Computer Science or IT

Tools

Microsoft 365

Azure

Job description

Channel Exchange, a ScanSource, Inc. company, seeks a Technical Support Specialist I to provide post-sale support and assist the sales team with go-to-market strategies. The role covers Tier-1 break-fix for cloud services from Microsoft, Acronis, Bitdefender, and related vendors.

The ideal candidate has 1+ year in IT Help Desk, MSP exposure, and hands-on M365 experience. Strong customer-facing skills and a drive to learn certifications are required.