Member Access Processing (MAP) is a trusted leader in payment processing solutions. We provide secure, efficient, and tailored services to financial institutions and businesses, enabling seamless transactions for their customers. With a focus on innovation, reliability, and customer satisfaction, MAP is committed to delivering cutting-edge technology and exceptional service in the ever-evolving world of payments. We pride ourselves on creating a positive, collaborative work environment where our employees can grow and make a meaningful impact.
Overview
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.
Role and Responsibilities
In this position, you will establish a standard for excellence in the following crucial areas:
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
- 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 to ensure the right number of employees with the right skills are available at the right times.
- Data Analysis: Proficiency in using data analytics to monitor workforce performance, identify trends, and make informed decisions to optimize resource allocation.
- Scheduling and Forecasting: Expertise in creating and managing schedules to meet business needs, while accurately forecasting future staffing requirements based on historical data and business trends.
- Reporting and Communication: Strong skills in generating detailed reports and effectively communicating insights to stakeholders, ensuring transparency and informed decision-making.
- Resource Management: Capability to efficiently allocate and manage resources to maximize productivity and meet organizational goals.
- Problem-Solving: Aptitude for identifying issues and implementing effective solutions to improve workforce efficiency and address capacity challenges.
Preferred Skills
- Microsoft 365 Support: Strong working knowledge of Exchange Online, SharePoint Online, OneDrive, Teams, user/group administration, permissions, and license management.
- Azure and Entra ID: Experience supporting Microsoft Entra ID, Azure virtual machines, basic networking, storage, RBAC, identity lifecycle processes, MFA, and conditional access.
- Endpoint Management: Experience with Microsoft Intune, device enrollment, compliance policies, application deployment, Windows troubleshooting, and remote support.
- Technical Troubleshooting: Ability to diagnose and resolve access, licensing, connectivity, performance, device, and application issues across cloud and endpoint environments.
- Business Application Support: Comfortable supporting line-of-business applications, coordinating with vendors, documenting issues, and escalating when appropriate.
- Documentation: Ability to create clear support notes, troubleshooting steps, knowledge base articles, and user-facing instructions.
- Customer Service and Communication: Strong communication skills with the ability to support end users, explain technical issues clearly, and work effectively with internal teams and vendors.
- Microsoft 365 Administration: 7 years of hands-on experience supporting a Microsoft 365 environment, including user and group administration, Exchange Online, SharePoint Online, OneDrive, Teams, and license management.
- Azure Support Experience: Experience supporting Azure services such as Microsoft Entra ID, Azure virtual machines, storage, networking, role-based access control, and basic monitoring/troubleshooting.
- Endpoint and Identity Management: Familiarity with Microsoft Intune, device enrollment, endpoint compliance, MFA, conditional access, and identity lifecycle processes.
- Automation and Scripting: Preferred experience using PowerShell and Power Automate to automate Microsoft 365, Azure, Intune, user lifecycle, reporting, and support workflows.
- Security Awareness: Familiarity with least privilege access, secure authentication practices, endpoint security, audit support, and compliance-driven documentation.
- Project and Change Support: Ability to assist with system changes, application rollouts, onboarding/offboarding tasks, and technology improvement initiatives.
- Strong proficiency in Excel
- Reporting and Communication: Strong skills in generating detailed reports and effectively communicating insights to stakeholders.
Qualifications and Education Requirements:
- 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 with the ability to coordinate with vendors and internal stakeholders.
- Minimum 7 years of experience supporting Microsoft 365 and Azure environments in a business setting.
- Ability to troubleshoot Microsoft 365 and Azure-related access, licensing, connectivity, device, and application issues while documenting resolutions and escalating when appropriate
