[Hiring] Cloud Technical Support Engineer @Member Access Processing

Role Description

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.

Responsibilities

• 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.
  • Data Analysis: Proficiency in using data analytics to monitor workforce performance.
  • Scheduling and Forecasting: Expertise in creating and managing schedules.
  • Reporting and Communication: Strong skills in generating detailed reports.
  • Resource Management: Capability to efficiently allocate and manage resources.
  • Problem-Solving: Aptitude for identifying issues and implementing effective solutions.

Qualifications

• 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.

Preferred Skills

• Strong working knowledge of Exchange Online, SharePoint Online, OneDrive, Teams, user/group administration, permissions, and license management.
• Experience supporting Microsoft Entra ID, Azure virtual machines, basic networking, storage, RBAC, identity lifecycle processes, MFA, and conditional access.
• Experience with Microsoft Intune, device enrollment, compliance policies, application deployment, Windows troubleshooting, and remote support.
• Ability to diagnose and resolve access, licensing, connectivity, performance, device, and application issues.
• Comfortable supporting line-of-business applications, coordinating with vendors, documenting issues, and escalating when appropriate.
• Ability to create clear support notes, troubleshooting steps, knowledge base articles, and user-facing instructions.
• Strong communication skills with the ability to support end users and explain technical issues clearly.
• Preferred experience using PowerShell and Power Automate to automate workflows.
• Familiarity with least privilege access, secure authentication practices, endpoint security, audit support, and compliance-driven documentation.
• Ability to assist with system changes, application rollouts, onboarding/offboarding tasks, and technology improvement initiatives.
• Strong proficiency in Excel.