Cloud Support Engineer

Azure/Cloud Support Engineer

About the firm

Primary Job Responsibilities

• Provide expert-level technical support for clients, addressing complex Azure cloud issues, advanced network problems, and in-depth troubleshooting, including Azure Virtual Machines, Networking, Storage, and Backup solutions.
• Take ownership of escalated issues from lower-level analysts and provide in-depth analysis and resolution, applying your advanced technical expertise to resolve complex Azure-related problems efficiently, such as VM performance issues, network connectivity problems, storage management, and backup recovery.
• Create and maintain detailed records of client interactions, issues, and resolutions in our ticketing system.
• Identify and create detailed knowledge base articles and run books to provide guidance to lower-level analysts. Ensure that all documentation is comprehensive and accurate, serving as a valuable resource for future reference.
• Identify potential issues and recommend improvements to clients' Azure environments. Implement proactive solutions to enhance performance and security, including optimizing Virtual Machines, improving network configurations, managing Azure Storage, and implementing effective backup strategies.
• Utilize advanced infrastructure troubleshooting skills to detect potential issues and propose enhancements for clients' Azure environments. Implement proactive solutions aimed at optimizing performance and fortifying security, thereby mitigating the risk of downtime and data loss.
• Lead and participate in IT projects, including Azure Virtual Machine deployments, network configurations, storage solutions, and backup implementations. Collaborate with project teams to ensure successful project delivery and minimal disruption to clients' operations.
• Demonstrate a deep understanding of root cause analysis and implement effective solutions to complex technical challenges related to Azure Networking, Storage, Backup, and Virtual Machines. Act as a resource for the team in tackling intricate problems.
• Keep clients informed about the status of their issues, provide timely updates, and ensure a high level of customer satisfaction. Maintain a proactive and customer-centric approach in all interactions.
• Adhere to company policies, procedures, and service level agreements (SLAs) in delivering IT support. Ensure all actions and communications align with our company's standards of professionalism and quality.
• Participate in after-hours on-call rotation.

Requirements

• Four to five years of experience providing infrastructure and cloud technical support.
• A Bachelor’s degree in IT or related fields, or equivalent experience. Advanced certifications (e.g., Microsoft Certified Solutions Expert, Cisco Certified Network Professional) are a plus.
• Proficiency in Azure Cloud services, including Azure Virtual Machines, Networking, Storage, and Backup solutions. Experience with Windows operating systems, Microsoft 365 applications, server operating systems, virtualization technologies, and advanced network concepts.
• Strong customer service and communication skills, with the ability to clearly explain complex Azure and IT concepts to non-technical users. Demonstrate patience and empathy when dealing with clients.
• Ability to lead and mentor junior team members, providing technical guidance and support in Azure cloud environments and related technologies.
• Relevant IT certifications demonstrating advanced technical expertise, problem-solving skills, and leadership capabilities, particularly in Azure Cloud services.
• Stay up to date with the latest industry trends and Azure technologies and contribute insights to the team. Be flexible and adaptive in a dynamic IT environment.

Benefits of being a part of the team

• Family Health Insurance including parents
• Life & Accident Insurance
• Maternity/paternity leave
• Performance-based incentives
• Referral Bonus program
• Exam Fee Reimbursement Policy
• Indian festival holidays
• 5 days working week
• Doctor's Consultation