Cloud Support Engineer I (VA-ID)

ASM Research•Reston, VA

About The Position

The Cloud Support Engineer serves on the incident management team in a 24x7 Microsoft Azure environment. The role diagnoses, mitigates, and escalates system issues to maintain system and platform availability, and supports assigned Microsoft work streams using knowledge of Azure components and diagnostic tools. The position responds to incident tickets, performs system maintenance, monitors solution performance against client specifications and SLAs, and coordinates with operations, development teams, and external partners. It also documents incidents and resolutions, maintains troubleshooting knowledge, and recommends system improvements. The role supports one of three fixed shifts, with shift assignment based on project needs and occasional scheduled weekend support.

Requirements

At least 2 years of operations experience providing application infrastructure support.
At least 1 year performing system administration support for Windows or Linux.
TS/SCI with 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 methodologies, 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 to translate technical terminology into language understandable to 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 or 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-premises systems.
Review system logs to identify and mitigate system issues.
Use the knowledge base to 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 streamline knowledge sharing and timely resolution of system issues.
Monitor solution performance according to client specifications and SLAs, escalating as needed.