[Remote] Cloud Technical Support Engineer
Note: The job is a remote job and is open to candidates in USA. Member Access Processing is a trusted leader in payment processing solutions, providing secure and tailored services to financial institutions and businesses. The Cloud Technical Support Engineer will support Microsoft 365, Azure, endpoint, identity, and business application environments while troubleshooting user, access, device, and application issues. The role also leads telecom implementation projects, manages connectivity initiatives, and coordinates with clients, vendors, and technical partners.
Responsibilities
- Support users, groups, shared mailboxes, distribution lists, Teams, SharePoint Online, OneDrive, Exchange Online, and Microsoft 365 licensing
- Assist with Microsoft Entra ID administration, MFA, conditional access, role-based access, identity lifecycle tasks, and user access troubleshooting
- Support Microsoft Intune-managed devices, endpoint compliance, application deployments, device enrollment, configuration policies, and end-user troubleshooting
- Active-active processing solutions
- AP batch maintenance file specs
- ISO 8583 network and processor interface specifications
- DPS Forward Resource
- API’s and Mobile App configuration
- Lead and coordinate day-to-day telecom implementation projects for MAP clients
- Serve as the primary technical resource during client telecom migrations, network upgrades, and connectivity implementations
- Coordinate with Visa DPS, clients, telecom carriers, and third-party vendors to implement and support production connectivity solutions
- Manage portfolio-wide telecom initiatives impacting multiple clients
- Develop project plans, track milestones, manage risks, and provide executive status reporting
- Support MAP enterprise telecom strategies including redundancy, active-active connectivity, Equinix Fabric, Visa Cloud Connect, VPN, and related network solutions
- Participate in implementation calls with credit unions
- Gather and validate client network requirements
- Document solution designs and implementation procedures
- Provide post-implementation support and operational transition documentation
- Workforce Planning: Ability to analyze, forecast, and plan workforce supply and demand to ensure the right number of employees with the right skills are available at the right times
- Data Analysis: Proficiency in using data analytics to monitor workforce performance, identify trends, and make informed decisions to optimize resource allocation
- Scheduling and Forecasting: Expertise in creating and managing schedules to meet business needs, while accurately forecasting future staffing requirements based on historical data and business trends
- Reporting and Communication: Strong skills in generating detailed reports and effectively communicating insights to stakeholders, ensuring transparency and informed decision-making
- Resource Management: Capability to efficiently allocate and manage resources to maximize productivity and meet organizational goals
- Problem-Solving: Aptitude for identifying issues and implementing effective solutions to improve workforce efficiency and address capacity challenges
Skills
- Equivalent Microsoft 365, Azure, endpoint support, or help desk experience may be considered
- Minimum 7 years of experience supporting Microsoft 365 and Azure environments in a business setting
- Experience administering or supporting Microsoft 365 services, including Exchange Online, Teams, SharePoint Online, OneDrive, users, groups, permissions, and licensing
- Experience supporting Microsoft Entra ID, MFA, conditional access, identity lifecycle processes, RBAC, and Azure-related access or connectivity issues
- Experience supporting Windows endpoints, Microsoft Intune-managed devices, application deployment, endpoint compliance, and remote troubleshooting
- Strong troubleshooting, documentation, communication, and customer service skills with the ability to coordinate with vendors and internal stakeholders
- Ability to troubleshoot Microsoft 365 and Azure-related access, licensing, connectivity, device, and application issues while documenting resolutions and escalating when appropriate
- Bachelor's Degree in Computer Science, Information Technology, or a related field preferred
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