Cloud Technical Support Engineer

Overview

Member Access Processing is seeking a motivated Cloud Technical Support Engineer to support our Microsoft 365, Azure, endpoint, identity, and business application environments. This role will provide hands-on technical support for employees, help administer cloud-based services, troubleshoot access and device issues, assist with application deployments, and support ongoing improvements to MAP’s technology operations.

The ideal candidate has 7+ years of experience supporting Microsoft 365 and Azure in a business environment and is comfortable working with internal users, vendors, and technical partners to resolve issues and improve service delivery.

​​Role and Responsibilities​

In this position, you will establish a standard for excellence in the following crucial areas:

Microsoft 365, Azure, Endpoint, and Application Support:

Microsoft 365 Administration: Support users, groups, shared mailboxes, distribution lists, Teams, SharePoint Online, OneDrive, Exchange Online, and Microsoft 365 licensing.

Azure and Identity Support: Assist with Microsoft Entra ID administration, MFA, conditional access, role-based access, identity lifecycle tasks, and user access troubleshooting.

Endpoint Management: Support Microsoft Intune-managed devices, endpoint compliance, application deployments, device enrollment, configuration policies, and end-user troubleshooting.

Other areas of potential MAP technical skills:

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

Telecom Project Execution

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.

Telecom Program Management

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.

Client-Facing Responsibilities

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 Management

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.

​​Preferred Skills​

Microsoft 365 Support: Strong working knowledge of Exchange Online, SharePoint Online, OneDrive, Teams, user/group administration, permissions, and license management.

Azure and Entra ID: Experience supporting Microsoft Entra ID, Azure virtual machines, basic networking, storage, RBAC, identity lifecycle processes, MFA, and conditional access.

Endpoint Management: Experience with Microsoft Intune, device enrollment, compliance policies, application deployment, Windows troubleshooting, and remote support.

Technical Troubleshooting: Ability to diagnose and resolve access, licensing, connectivity, performance, device, and application issues across cloud and endpoint environments.

Business Application Support: Comfortable supporting line-of-business applications, coordinating with vendors, documenting issues, and escalating when appropriate.

Documentation: Ability to create clear support notes, troubleshooting steps, knowledge base articles, and user-facing instructions.

Customer Service and Communication: Strong communication skills with the ability to support end users, explain technical issues clearly, and work effectively with internal teams and vendors.

Microsoft 365 Administration: 7 years of hands-on experience supporting a Microsoft 365 environment, including user and group administration, Exchange Online, SharePoint Online, OneDrive, Teams, and license management.

Azure Support Experience: Experience supporting Azure services such as Microsoft Entra ID, Azure virtual machines, storage, networking, role-based access control, and basic monitoring/troubleshooting.

Endpoint and Identity Management: Familiarity with Microsoft Intune, device enrollment, endpoint compliance, MFA, conditional access, and identity lifecycle processes.

Automation and Scripting: Preferred experience using PowerShell and Power Automate to automate Microsoft 365, Azure, Intune, user lifecycle, reporting, and support workflows.

Security Awareness: Familiarity with least privilege access, secure authentication practices, endpoint security, audit support, and compliance-driven documentation.

Project and Change Support: Ability to assist with system changes, application rollouts, onboarding/offboarding tasks, and technology improvement initiatives.

Strong proficiency in Excel

Reporting and Communication: Strong skills in generating detailed reports and effectively communicating insights to stakeholders.

Qualifications

• and Education

Requirements

• Bachelor's Degree in Computer Science, Information Technology, or a related field preferred; 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.
• Minimum 7 years of experience supporting Microsoft 365 and Azure environments in a business setting.
• Ability to troubleshoot Microsoft 365 and Azure-related access, licensing, connectivity, device, and application issues while documenting resolutions and escalating when appropriate