Microsoft Azure Technical Engineer

POSITION DETAILS:

Position Title:

Reports to (POSITION):

Team:

Department:

PURPOSE OF JOB:

To provide 2nd line support managing cloud infrastructure in Azure across the IAAS, PAAS and SAAS services using a wide range of technologies such as, but not limited to Azure Active Directory, Azure Virtual Machines and Virtual Desktops, Azure Containers, Azure Data Factory, Azure Table Storage, Azure Cost Management and Log Analytics Workspace for Bytes Microsoft Cloud CSP customers.

Bytes are looking to expand their customer facing Microsoft Support Desk after yet another year of impressive growth. Bytes’ collaborative and solution led approach means that our customers look to us to help them deliver and achieve. The Microsoft support team is integral to this approach and our success.

This will be filled by someone with proven 2nd line support experience and hands-on experience of the Microsoft Azure ecosystem, acting as an escalation point for incidents relating to their Azure cloud services.

Key to success will be to work as part of a close-knit team, with a customer centric service focus. You will be working closely with customers by providing day-to-day technical support, assisting, and contributing to overall technical governance and leadership, technical excellence, and continual service improvement.

Communication and collaboration are paramount to this role, you will work closely with a variety of internal and external business and will be continually engaged and collaborating with our clients.

KEY RESPONSIBILITIES:

• Take ownership of request raised by Bytes CSP clients or CSP resellers related to their Azure environment affecting any/all Azure services and manage until a resolution has been found.

• Provide prompt and accurate feedback to customers or CSP resellers and assure the client feels included throughout the lifecycle of the ticket by maintaining contact via phone/email/Teams.

• Able to manage and prioritize Open and Unresolved Azure tickets liaising with all 3^rd parties.

• Researching, diagnosing, troubleshooting, and identifying solutions to resolve issues.

• Contribute to building an ongoing internal Knowledgebase where all team members can refer to for tips and solutions.

• Following standard procedures for proper escalation of unresolved issues to the appropriate internal teams.

• Guide other team members to a continued greater understanding of Azure Services.

• Provide Out of Hour Support (5:30pm to 9:30am rotated through the team monthly).

QUALIFICATIONS, EXPERIENCE, & SKILLS: 

Educational Qualifications:

• Educated to GCSE Level with minimum of A-C Grade in Math and English

ESSENTIAL

Professional Qualifications

• Microsoft Azure Fundamentals (AZ-900)

ESSENTIAL

• Microsoft Azure Administrator Associate (AZ-104)

ESSENTIAL

• Microsoft 365 Fundamentals (MS:900)

ESSENTIAL

• Microsoft 365 Enterprise Administrator Expert (MS-100)

DESIRABLE

• Microsoft 365 Enterprise Administrator Expert (MS-101)

DESIRABLE

• Microsoft Azure Security Engineer Associate (AZ-500)

DESIRABLE

Required EXPERIENCE, & SKILLS: 

3+ years working in a Technical Support team dealing with Microsoft Cloud services

ESSENTIAL

Good working knowledge and understanding of the Azure Management Portal

ESSENTIAL

Great working knowledge of different Azure services and understanding of when to use within Customer Cloud transformation roadmap.

ESSENTIAL

Ability to advise clients of Azure Solutions that would meet requirements

ESSENTIAL

Hands on experiencing troubleshooting Azure services

ESSENTIAL

Understanding of Conditional Access and MFA Deployments

ESSENTIAL

Understanding and implementation of Subscriptions, Azure RBAC and IAM roles

ESSENTIAL

Active Directory and management of ADDS

ESSENTIAL

Good understanding of LAN/WAN technologies

DESIRABLE

Experience in working in a Microsoft Partner Centre

DESIRABLE

Provide overall Office 365 security expertise including strong knowledge of Azure Active Directory, Azure Information Protection, Information Rights Management, single sign-on and multi-factor authentication and related technologies (including Microsoft Enterprise Mobility + Security)

DESIRABLE

Good understanding of building and executing sanitized PowerShell scripts

DESIRABLE

Previous experience automation manual tasks using ARM templates & JSON

DESIRABLE

Hyper-V or VMWare

DESIRABLE

Good understanding of Microsoft 365 Admin Portal and O365 Services

DESIRABLE

Understanding of ITIL Framework

DESIRABLE

Previous experience being part of a team dealing with Out of Hours requests

DESIRABLE

CORE Competencies & SKILLS – BASED ON POSITION AND GRADE

• Ability to work proactively, independently and in an agile manner to achieve desired outcomes.

• Ability to work both independently and as a team player and enjoy working in an environment that requires continuous learning and development.

• Written and Verbal Communication skills, and capable of communicating with senior stakeholders across the business as well as Client Infrastructure teams.

• Generate innovative approaches and solutions to complex problems whilst achieving SLAs.

• Excellent organizational skills and ability to manage multiple demands whilst staying on top of deadlines.

• Ability to take ownership of tasks and drive the team objective forward.

• Provide advice and support to members in different departments within Bytes around Azure services.

• Driven to find out solutions to reoccurring issues and automate for team understanding/future implementation.

• Detailed note keeping within tickets to ensure all issues are properly logged with clear plan of future actions.

• Motivated to utilize training resource available to increase knowledge about Azure and collaboration across the wider team.