Tier 2 CSP Support Engineer

About Xerox Holdings Corporation

For more than 100 years, Xerox has continually redefined the workplace experience. Harnessing our leadership position in office and production print technology, we’ve expanded into software and services to sustainably power today’s workforce. From the office to industrial environments, our differentiated business solutions and financial services are designed to make every day work better for clients - no matter where that work is being done. Today, Xerox scientists and engineers are continuing our legacy of innovation with disruptive technologies in digital transformation, augmented reality, robotic process automation, additive manufacturing, Industrial Internet of Things and cleantech. Learn more at www.xerox.com and explore our commitment to diversity and inclusion.

Position Summary

The Tier 2 CSP Support Engineer is the senior technical resolver on the Cloud Solution Provider (CSP) support desk, handling escalated issues from CSP clients who contact us by email, phone, or ticket regarding their Microsoft cloud environments. Working under our Granular Delegated Admin Privileges (GDAP), this engineer diagnoses and resolves complex problems in client environments across Azure, Microsoft 365, and Entra ID (identity) - including subscription quotas and service limits, resource and application health, licensing and provisioning, and access/identity issues.

When a problem requires Microsoft's engineering, the engineer owns the escalation end-to-end through Partner Center, keeping the client informed until resolution. This is a client-facing role that blends deep technical troubleshooting with clear communication and ownership. The engineer is a mentor and escalation point for Tier 1, and a contributor to the knowledge base that makes the whole desk faster.

Key Responsibilities

Incident & Request Resolution

• Serve as the escalation point for Tier 1, owning complex incidents and service requests from acknowledgement through resolution within SLA.
• Triage inbound issues (email / phone / ticket), reproduce and diagnose root cause, and implement or guide the fix.
• Communicate status, workarounds, and resolution clearly to both technical and non-technical client contacts; set and manage expectations on timelines.

Azure (IaaS / PaaS)

• Troubleshoot and resolve subscription quota and service-limit issues; submit and track quota-increase requests, and explain NCE / CSP default behavior (including quota resets on partner or plan transitions).
• Diagnose VM, storage, networking (VNet / NSG / VPN), App Service, and other resource issues; interpret Azure Resource Health, Activity Log, and Service Health.
• Investigate application problems running in Azure (deployment failures, connectivity, performance, configuration) and cost / billing anomalies at the subscription level.

Microsoft 365

• Resolve Exchange Online, SharePoint / OneDrive, and Teams issues; handle mail flow, licensing, and provisioning problems.
• Support tenant configuration, license assignment / reconciliation, and service provisioning for CSP customers.

Identity & Entra ID

• Troubleshoot Entra ID (Azure AD) sign-in, MFA, Conditional Access, and SSO issues.
• Administer and troubleshoot GDAP / delegated-admin relationships, applying least-privilege roles appropriate to each task.

Escalation & Vendor Management

• Open, manage, and drive Partner Center service requests to Microsoft on behalf of customers (AOBO context); act as the liaison between Microsoft support and the client.
• Escalate to Tier 3 / internal SMEs with complete, well-documented handoffs.

Knowledge, Quality & Mentorship

• Author and maintain KB articles, runbooks, and known-issue documentation.
• Mentor Tier 1 engineers, review escalations for coaching opportunities, and identify recurring issues for proactive / permanent fixes.
• Maintain accurate, timely ticket documentation for every interaction.
• Identify opportunities for agentic automation and participate in their implementation

What You'll Troubleshoot (Representative Issues)

• Azure subscription quota / vCPU / service-limit exhaustion and increase requests
• Quota resets and access changes following CSP partner or Azure plan transitions
• VM won't start, resize, or connect; disk, backup, and networking faults
• App / service outages in Azure - resource health, deployment, and configuration errors
• GDAP relationship setup, expiry, and insufficient-privilege errors
• Entra ID sign-in failures, MFA lockouts, and Conditional Access misconfiguration
• M365 mail flow, licensing shortfalls, and provisioning / onboarding issues
• Subscription billing / cost anomalies requiring investigation and explanation

Required Qualifications

• 3-5 years in cloud / IT technical support, MSP, or managed cloud services, with demonstrable Azure and Microsoft 365 troubleshooting experience.
• Microsoft Certified: Azure Administrator Associate (AZ-104) required (or obtained within 6 months of hire); AZ-900 (Azure Fundamentals) as a baseline.
• Hands-on experience with Azure IaaS / PaaS, Microsoft 365 administration, and Entra ID administration.
• Working knowledge of PowerShell for administration, reporting, and troubleshooting (Az / Microsoft Graph / Exchange Online modules).
• Solid networking fundamentals (DNS, DHCP, TCP/IP, VPN, firewalls) as they apply to cloud connectivity.
• Familiarity with the Microsoft CSP program, Partner Center, and GDAP delegated-admin model.
• Excellent written and verbal communication; proven ability to explain technical concepts to non-technical clients.
• Strong ownership, prioritization, and case-management discipline in a ticket / SLA-driven environment.

Preferred Qualifications

• Additional Microsoft certifications: MS-102 (M365 Administrator), SC-300 (Identity & Access Administrator), AZ-500 (Azure Security), or AZ-700 (Networking).
• Experience working within Partner Center as an Indirect Provider or Direct Bill partner.
• Familiarity with a modern ITSM / ticketing platform (e.g., ServiceNow) and RMM tooling.
• Exposure to Intune / endpoint management and Microsoft Defender (helpful, not core to this role).
• Associate's or Bachelor's degree in IT, Computer Science, or a related field (or equivalent experience).

Core Competencies

• Analytical problem-solving
• Customer empathy and clear communication
• Ownership and follow-through
• Attention to detail
• Collaboration and mentorship
• Grace under pressure during outages
• Continuous learning in a fast-moving cloud platform.

Success Metrics (First 6-12 Months)

• Meets or exceeds SLA targets for response and resolution on escalated cases.
• High customer satisfaction (CSAT) on handled interactions.
• Strong first-contact / Tier-2 resolution rate (fewer cases requiring Tier 3 or Microsoft escalation over time).
• Measurable contribution to the knowledge base and a reduction in recurring Tier 1 escalations.