Job Description

Mural Consulting  We are a values-driven organization dedicated to helping our clients, partners, and customers succeed with cloud and SaaS technologies. Our business solutions and partner services help people and businesses maximize efficiency, reduce costs, and increase profitability. We have over 15 years of experience, and nearly 500,000 business customers served. Mural is headquartered in Tucson, Arizona, and has employees in more than a dozen states. 

The Technical Concierge Ambassador is the first point of contact for Microsoft Small and Midsized business customers and IT administrators. This position will deliver the highest quality of complete case management and technical support for all Microsoft Office 365 Business products and applications through remote support via the phone, email, or other remote support tools. This requires timely interaction, troubleshooting, and issue resolution, including managing escalations, and active daily management of case backlogs.  

Fully Remote Position 

Candidates in the following states are currently eligible for hire 

Arizona, Florida, Idaho, Illinois, Iowa, Kentucky, New Jersey, North Carolina, Ohio, Pennsylvania, South Carolina, Tennessee, Texas, Virginia, and Wisconsin 

Hourly pay of $16.25 - $19.00 DOE plus uncapped monthly performance bonus 

All equipment will be provided including a PC, dual monitors, keyboard, mouse, and headset. 

ISO compliance requires all candidates to have a reliable internet connection via a modem and ethernet cable and a private home office environment. 

All successful candidates must pass a background check prior to employment. 

Work schedule's available:  

We operate 24/7, schedules can range from early morning to afternoon, and evenings. E.G.

       5:00 am – 2:00 pm 6:00 am – 3:00 pm 2:00 pm – 11:00 pm  (AZ time)

·         Sunday-Thursday 

·         Monday-Friday 

·         Tuesday-Saturday 

5-6 WEEK MANDATORY TRAINING SCHEDULE Monday – Friday 8:00 am to 5:00 pm (MST)  

Preferred candidates will have: 

• A minimum of 1 year of experience in Technical Support or Help Desk Support 
• Prior Tier 2 or Tier 3 experience supporting Microsoft Office 365 Business products 
• Experience with cloud-based application suites such as Office365 or AWS in a PC or Mac environment 
• Experience in administration of Office365 workloads (Exchange Online, SharePoint Online, Microsoft Teams, Yammer, OneDrive for Business), including DNS requirements and user mastery scenarios 
• Troubleshooting experience, including deployment and migrations for legacy Microsoft Office Suites (Outlook, Word, Excel, OneNote, PowerPoint, Visio, OneDrive for Business, Skype for Business, etc.) modern Office Suites, Office365, and Windows 11 
• Strong hands-on implementation, configuration, and support experience with Windows/Office on desktop, Active Directory & DNS, Exchange, and SharePoint 
• Experience in a performance-based environment (virtual preferred) 
• Ability to deliver customer experience in an IT or Technical Support environment  
• High School Diploma or equivalent required 
• Associate or bachelor’s degree in a technical discipline preferred 
• Any Microsoft certifications (MS900, SC-900) 
• Strong customer service and organizational skills

Company benefits include:  

·         Multiple comprehensive medical, dental, and vision plans with a 70% premium contribution from the company 

·         401(k) plan with 50% company matching up to 6% and fully vested after four years 

·         Company paid basic life insurance with additional voluntary coverage amounts for employee, spouse, and children 

·         Short- and long-term disability plans 

·         Company-sponsored employee assistance program 

·         Microsoft certification reimbursement 

·         80 hours of PTO plus 8 hours of Birthday PTO 

·         Additional $5.00 an hour added to base hourly rate on worked holidays 

·         Shift differential for overnight shifts 

·         BalanceCare Health Advocacy 

·         Working Advantage membership - discounts on goods, services, travel, and more 

·         FinFit financial membership 

·         Skylight Pay Options 

·         Payactiv Pay Advance 

·         Gym membership enrollment fee reimbursement 

Additional Information

All your information will be kept confidential according to EEO guidelines.