Cloud Support Specialist

Position Overview:

The Cloud Support Specialist is responsible for designing, implementing, and optimizing Microsoft 365 collaboration tools and video conferencing solutions. This role ensures seamless communication and collaboration across the organization by leveraging Microsoft Teams, SharePoint, OneDrive, Exchange Online, and integrated video conferencing platforms. The specialist will work closely with IT teams, end-users, and vendors to enhance the digital workplace experience and maintain high availability, security, and performance of collaboration solutions. Provide end-to-end technical support for VIP users, including hardware, software, mobile devices, and conferencing systems.

Responsibilities:

Collaboration & Productivity Tools (Microsoft 365):

• Design, configure, and administer Microsoft 365 collaboration tools, including Teams, SharePoint, OneDrive, and Exchange Online.
• Architect and implement innovative solutions for Microsoft 365 platforms, optimizing functionality, security, and user experience while aligning with business objectives and industry best practices.
• Implement governance policies, security best practices, and compliance measures for Microsoft 365 applications.
• Provide advanced troubleshooting and technical support for Microsoft 365-related issues.
• Monitor and optimize the performance of Microsoft 365 applications to enhance user experience.
• Conduct training sessions and create documentation to improve adoption of collaboration tools.

Video Conferencing & Unified Communications:

• Deploy, manage, and support enterprise video conferencing solutions, such as Microsoft Teams Rooms, Zoom, Webex, or other integrated platforms.
• Oversee meeting room technology, including audiovisual (AV) hardware, cameras, microphones, and conferencing software.
• Maintain and optimize virtual and hybrid meeting experiences for employees, executives, and external stakeholders.
• Troubleshoot and resolve technical issues related to video conferencing and AV setups.
• Collaborate with facilities and IT teams to design and upgrade conference room technology.

Executive Meeting & Event Support:

• Set up and support video conferencing, presentations, and remote collaboration tools for executive meetings and boardrooms.
• Provide real-time IT assistance during high-profile events, ensuring a seamless experience.
• Perform pre-meeting checks to guarantee all AV equipment and network connections are fully functional.

Integration & Automation:

• Automate collaboration processes using Power Automate, Power Apps, and scripting tools (PowerShell, Graph API).
• Integrate third-party applications with Microsoft 365 and video conferencing platforms to enhance productivity.
• Work with security and compliance teams to ensure data integrity, DLP policies, and access controls.

Monitoring & Reporting:

• Monitor system health, usage trends, and performance metrics for collaboration and video conferencing tools.
• Generate reports and provide insights to optimize usage and cost efficiency.
• Stay updated with new Microsoft 365 and video conferencing features, releases, and best practices.

Essential Functions:

Essential Job Function

% of Time on Function

Technical Support & Troubleshooting

% 30

Automation & Scripting

% 30

Customer Assistance & Guidance

% 20

Deployment & Configuration Support

% 20

Total

100%

Job Requirements:

• Bachelor's degree in Information Technology, Computer Science, or related field (or equivalent experience).
• 5+ years of experience managing Microsoft 365 collaboration tools and enterprise video conferencing solutions.
• Microsoft 365 Certified: Teams Administrator Associate required
• Microsoft 365 Certified: Enterprise Administrator Expert required
• Microsoft Certified: Power Platform Fundamentals preferred
• AVIXA Certified Technology Specialist (CTS) preferred
• Managerial experience including overseeing team performance, setting goals and driving process improvements would be a plus.
• Expertise in Microsoft Teams, SharePoint Online, OneDrive, and Exchange Online administration.
• Extensive Microsoft 365 licensing knowledge, usage monitoring for adoption, and change management.
• Experience with AI tools like CoPilot to enhance productivity, streamline workflows, automate tasks, and support data-driven decision-making.
• Experience in migration projects, including transitioning file servers to Teams/SharePoint and implementing retention strategies.
• Strong knowledge of video conferencing platforms (Teams Rooms, Zoom, Webex, Poly, Crestron, etc.).
• Proficiency in PowerShell scripting for Microsoft 365 administration and automation.
• Experience with identity and access management (Azure AD, MFA, Conditional Access).
• Familiarity with network and AV infrastructure supporting video conferencing.
• Excellent troubleshooting, communication, and project management skills.
• Strong problem-solving and analytical skills.
• Ability to communicate technical concepts to non-technical stakeholders.
• Detail-oriented with strong organizational skills.
• Ability to work in a fast-paced and dynamic environment.
• Commitment to excellence and a drive for outstanding performance.

Minimum Physical Requirements:

The physical demands described represent those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the functions of the position for which they work. While performing the duties of this position, the employee is regularly required to listen, talk and hear. The employee frequently is required to use hands or fingers, handle or feel objects, tools, or controls while executing tasks like working on a computer or talking on the telephone. The employee is occasionally required to stand; walk; sit; and reach with hands and arms. The employee must occasionally lift and/or move up to 15 pounds. Specific vision abilities required by this position include close vision, distance vision, and the ability to adjust focus. The noise level in the work environment is usually moderate to low.

Salary Range: $74,012.70 - $98,683.60

Annual Bonus Potential: 5%

HomeServe USA is an equal opportunity employer.

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