POSITION DETAILS:

Position Title:

Senior Microsoft Azure Technical Engineer

Reports to:

Microsoft Technical Support Manager

Team:

Microsoft Cloud Support

Department:

Support Services

PURPOSE OF JOB:

We are seeking an experienced and highly skilled Microsoft Azure 3rd Line Support Engineer to join our dynamic IT support team. The ideal candidate will be responsible for providing advanced technical support for Azure-based solutions, handling complex issues that escalate from the 1st and 2nd line support teams, and ensuring high availability and performance of our cloud infrastructure.

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.

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.

• Provide direct 3rd line escalation for Bytes VIP customers, Bytes CSP Expert customers, and Azure Managed Services customers.

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

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

• Troubleshoot and resolve complex incidents and service requests that have been escalated from 1st and 2nd line support teams. Analyse and diagnose issues related to Azure infrastructure and services.

• Maintain up-to-date documentation on Azure configurations, incident resolutions, and standard operating procedures.

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

• Work closely with other IT teams and stakeholders to ensure smooth operations and integration of Azure services. Collaborate with Microsoft Azure support for escalated issues that require vendor intervention.

• Stay current with Azure updates, new features, and industry best practices. Participate in continuous improvement initiatives to enhance support processes and service delivery.

QUALIFICATIONS, EXPERIENCE, & SKILLS:

Professional Qualifications

• Microsoft Azure Fundamentals (AZ-900)

ESSENTIAL

• Microsoft Azure Administrator Associate (AZ-104)

ESSENTIAL

• Microsoft Data Fundamentals (DP-900)

ESSENTIAL

• Microsoft Azure Security Engineer (AZ-500)

ESSENTIAL

• Microsoft Azure Network Engineer Associate (AZ-700)

ESSENTIAL

• Microsoft Azure Developer Associate (AZ-204)

DESIRABLE

• Micro Microsoft Cybersecurity Architect (SC-100)

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.

• Excellent 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.