O365 Cloud Identity Support Engineer

**Goal**: To provide high quality technical phone support regarding Microsoft Exchange Premier customers.**Contacts**: This position has frequent contact with Microsoft Premier Customers, CSAMs, Incident Managers, developers, Program Managers, Support Engineers, Technical Advisors, Managers, and other Support Vendors.**Responsibilities**: Must be willing and able to work weekends and holidays. Deliver timely and high-quality incident resolution focusing on root cause analysis, prevention, and knowledge transfer. Utilize knowledge of the customer environment to resolve issues in a timely manner. Manage escalations and sub-cases to ensure timely and high-quality resolution of all issues. Develop and implement strategies for providing proactive support resulting in fewer incidents, increased availability, or accelerated deployments. Work with Technical Account Managers to effectively manage hot sites including documented action plans and daily status updates for the customer and Microsoft management. Execute formal post-mortem process on closure of critical issues. Initiate and participate in triage meetings to share knowledge with other engineers and to efficiently resolve customer problems.**Requirements**: 4-year technical degree or equivalent work experience, plus a minimum of 3 years' experience in technical support or MIS in an Enterprise environment. Demonstrated technical competence with Microsoft BackOffice Technologies. Conversationalist level of knowledge of all Microsoft products used in an enterprise environment. MCSE preferred Strong technical writing skills and familiarity with Microsoft Office Applications. Ability to effectively communicate with customer managers and executives on technical and business issues. Strong organization, time management, project management, and negotiation skills. Must have excellent communication skills, both verbal and written, in the English language (B2+).