Premier Support Engineer (Nights/Weekends)

About this role

As a Premier Support Engineer at US Cloud, you will be an essential part of our technical support team, assisting clients in deploying, operating, and troubleshooting Microsoft technologies. This role focuses on driving client success by resolving complex technical issues, ensuring high levels of customer satisfaction, and contributing to service improvement initiatives. You'll work collaboratively with both clients and internal teams to ensure the successful adoption of Microsoft solutions, including but not limited to Windows Server, Office 365, Azure, SharePoint, Exchange, SQL, Teams, System Center, and Dynamics.

· Handle a consistent flow of fundamental to advanced-level tickets, actively driving resolutions. · Focus on key performance metrics, ensuring high client satisfaction through effective ticket resolution. · Work with fellow PSEs and Escalation Engineers (EEs) to drive ticket closure and share best practices. · Participate in service delivery improvements by contributing data and feedback from ticket management. · Contribute to the development of technical knowledge and documentation.

Break/Fix Ticket Resolution · Use strong knowledge of Microsoft technologies to efficiently resolve tickets. · Quickly identify and troubleshoot issues to provide timely, lasting solutions. · Document all troubleshooting steps and keep clients updated on progress. Service Improvement Contribution · Identify and suggest improvements to enhance service delivery. · Contribute to Knowledge Base articles and share lessons learned.

· Analyze ticket trends and recommend changes to prevent recurring issues. Proactive Case Management and Customer Communication · Maintain regular communication with clients, addressing issues proactively. · Advocate for client needs, providing strategic solutions aligned with their goals. · Monitor client systems and offer advice to prevent technical issues. Support Knowledge Lake Buildout and Use of AI Tools · Create and maintain technical documentation for internal and client use.

· Promote and support the use of AI tools. · Collaborate with team members to fill knowledge gaps and improve resources. · Communicate technical issues clearly for both technical and non-technical audiences. Continuous Learning and Development · Pursue relevant certifications to stay current in Microsoft technologies. · Share new knowledge with the team through training and mentoring. · Apply new skills to improve daily tasks and seek opportunities for professional growth.