Gov Cloud Support Specialist – MS 365 & Outage Response

ASM Research, An Accenture Federal Services Company; Redmond (WA); On-site; USD 113,000 - 122,000; Full time

Job summary

ASM Research, An Accenture Federal Services Company, seeks a Customer Support Specialist to join our Microsoft operations team supporting critical government cloud environments. You will combine technical troubleshooting with customer advocacy to diagnose client-reported issues, coordinate outage mitigation, and drive improvements across Microsoft 365 services.

The ideal candidate has 3+ years in technical support for enterprise environments, 1+ year with Microsoft 365, and an active TS/SCI

Qualifications

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

Responsibilities

• Customer Support & Case Management
• Utilize all incident management systems to document ticket resolution information 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

Technical troubleshooting

Escalation management

Communication skills

Documentation

Collaboration

Microsoft 365/Office 365

Azure/AWS familiarity

Education

BS in Computer Science

Tools

Windows

Linux

Azure

AWS

Incident management systems

Job description

ASM Research, An Accenture Federal Services Company, seeks a Customer Support Specialist to join our Microsoft operations team supporting critical government cloud environments. You will combine technical troubleshooting with customer advocacy to diagnose client-reported issues, coordinate outage mitigation, and drive improvements across Microsoft 365 services.

The ideal candidate has 3+ years in technical support for enterprise environments, 1+ year with Microsoft 365, and an active TS/SCI