Elite Government Cloud Support Specialist

asmexternalcareersite; Maryland; On-site; USD 65,000 - 90,000; Full time

Job summary

asmexternalcareersite is seeking a Customer Support Specialist to join our Microsoft operations team supporting critical government cloud environments. You will diagnose client-reported issues, coordinate high-priority outage mitigation, and drive continuous improvement of Microsoft 365 cloud services.

Strong communication and documentation skills are essential for stakeholder coordination. The role requires 3+ years in technical support, hands-on Microsoft 365 experience, and the ability to

Qualifications

• BS in Computer Science or other technical discipline preferred.
• 3+ years in technical support or engineering for enterprise environments.
• 1+ years hands-on experience with Microsoft 365/Office 365 platform and services.

Responsibilities

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

Technical troubleshooting

Root-cause analysis

Documentation

Communication

Multichannel support

Education

BS in Computer Science or technical discipline

Tools

Microsoft 365/Office 365

Windows/Linux

Azure/AWS

Job description

asmexternalcareersite is seeking a Customer Support Specialist to join our Microsoft operations team supporting critical government cloud environments. You will diagnose client-reported issues, coordinate high-priority outage mitigation, and drive continuous improvement of Microsoft 365 cloud services.

Strong communication and documentation skills are essential for stakeholder coordination. The role requires 3+ years in technical support, hands-on Microsoft 365 experience, and the ability to