Cloud Support Engineer I (GA-ID)

ASM Research•Atlanta, GA

About The Position

The Cloud Support Engineer will be part of the incident management team in a 24x7 Microsoft Azure environment. The role diagnoses, mitigates, and escalates system issues to help maintain high system and platform availability, and participates in assigned Microsoft work streams using knowledge of core Windows Azure components and tools. The position supports one of three fixed shifts, with shift start times assigned according to project needs: 8.5-hour shifts starting between 0600–0800 for days, 1400–1600 for swings, or 1000–midnight for nights. Occasional scheduled weekend support is required.

Requirements

At least 2 years of operations experience providing application infrastructure support.
At least 1 year performing system administration support for Windows/Linux.
FSP clearance required.
CJIS investigation required.
Knowledge of Microsoft operating systems and products, including Microsoft Windows, Windows Servers, Microsoft Office 365, SharePoint, and Microsoft Teams.
Ability to apply standard methodology, techniques, procedures, and criteria.
Ability to troubleshoot and resolve basic or routine system hardware, software, or networking problems.
Ability to communicate effectively orally and in writing, and translate technical terminology for non-technical employees.
Interpersonal, problem-solving, organizational, and multitasking skills.

Nice To Haves

Bachelor of Science in Computer Science or another technical discipline.
Experience adjudicating security vulnerabilities.
Experience supporting Azure/AWS cloud environments.
Microsoft Azure Fundamentals certification.
CompTIA Security+ certification.

Responsibilities

Troubleshoot system issues using diagnostic tools such as netmom, windbg, and custom application tools.
Manage reporting and evidence for proper configuration settings within the environment.
Respond to incident tickets in a 24x7 operational environment to meet SLA objectives, including scheduled weekend support.
Perform patching and system updates on cloud servers.
Coordinate the resolution of on-prem systems.
Review system logs to identify and mitigate system issues.
Use the knowledge base to help troubleshoot, identify, and resolve system issues.
Update knowledge-base troubleshooting guides and lessons learned as required.
Document incident fixes and recommend system improvements to the engineering team for consideration in future releases.
Document system issues resulting in outages and coordinate changes through the change-management process.
Support collaboration across operations, development teams, and external partners.
Support “tiger team” calls to facilitate knowledge sharing and timely resolution of system issues.
Monitor solution performance against client specifications and SLAs, escalating as needed.