Xcelocloud Inc. · 23 hours ago

Microsoft Escalation Engineer

United States

Full-time

Remote

Senior Level

$110K/yr - $120K/yr

5+ years exp

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Responsibilities

Act as a Subject Matter Expert (SME) in Microsoft technologies, delivering high-impact troubleshooting and support for enterprise clients.

Own and resolve escalated technical issues independently, utilizing advanced diagnostic tools and methodologies to support complex Microsoft environments (e.g., Azure, Office 365, Active Directory).

Collaborate with Microsoft and other vendors on critical cases, ensuring positive outcomes and strategic alignment with Xcelocloud’s service objectives.

Proactively identify and resolve recurring issues, taking steps to reduce future escalations by implementing improvements and preventative measures.

Provide high-value advisory services, partnering with clients to align technical solutions with their business objectives, driving both short- and long-term strategic outcomes.

Support onboarding and training by documenting resolutions and technical insights, ensuring accuracy and availability in Xcelocloud’s knowledge base.

Collaborate cross-functionally with internal teams, including account management, incident response, and service desk teams, to effectively prioritize and address client needs.

Lead workshops and training sessions to empower Xcelocloud clients and internal teams with actionable insights and best practices in Microsoft environments.

Champion client success, advocating for proactive optimizations and leveraging an understanding of the Microsoft technology landscape to enhance business value.

Pursue ongoing technical development, staying current with Microsoft certifications and training to expand expertise across multiple domains within the technology stack.

Qualification

Find out how your skills align with this job's requirements. If anything seems off, you can easily click on the tags to select or unselect skills to reflect your actual expertise.

Microsoft technologiesAzureActive DirectoryMicrosoft certificationsDiagnostic toolsComplex problem resolutionIT Service Management (ITSM)Cloud ComputingDocumentation skills