GovCloud Support Engineer: Microsoft 365 Incident Response

ASM Research, An Accenture Federal Services Company; Reston (VA); 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 the Microsoft operations team, focusing on government cloud environments. You will diagnose client issues, manage high-priority outages, and drive improvements across Microsoft 365 services.

The role requires 3+ years in technical support, hands-on MS 365 experience, and a TS/SCI w/FSP clearance. Strong communication and documentation skills are essential for effective stakeholder engagement.

Qualifications

• BS in Computer Science or other technical discipline 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.

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

Skills

Customer service

Escalation management

Microsoft 365

Technical troubleshooting

Documentation

Education

BS in Computer Science

Tools

Microsoft 365/Office 365

Incident management systems

Teams

Windows

Linux

Job description

ASM Research, An Accenture Federal Services Company seeks a Customer Support Specialist to join the Microsoft operations team, focusing on government cloud environments. You will diagnose client issues, manage high-priority outages, and drive improvements across Microsoft 365 services.

The role requires 3+ years in technical support, hands-on MS 365 experience, and a TS/SCI w/FSP clearance. Strong communication and documentation skills are essential for effective stakeholder engagement.