Cloud Support Engineer I (WA-FX)
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/or escalates system issues to maintain high system and platform availability, and participates in the Live Site work stream using an understanding of core Windows Azure components and tools to diagnose issues. The engineer responds to incident tickets, monitors solution performance against client specifications and SLAs, reviews system logs, and uses diagnostic tools and knowledge-base resources to troubleshoot and resolve issues. The role also documents fixes, outages, lessons learned, and recommendations for engineering improvements; coordinates changes through the change-management process; and collaborates with operations, development teams, external partners, and tiger teams to support knowledge sharing and timely resolution. The position requires a TS clearance and an FBI CJIS Investigation. Compensation varies based on factors including location, skills, education, certifications, client requirements, contract affordability, clearance and investigation level, and experience. The job description notes that compensation is one component of ASM's overall employee compensation and benefits package but does not specify particular benefits or a salary range.
Requirements
- Two years of operations experience providing application infrastructure support.
- One year performing system administration support (Windows/Linux).
- TS clearance required.
- FBI 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 to translate technical terminology into terms 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 is preferred.
- Experience supporting Azure/AWS cloud.
- Microsoft Azure Fundamentals certification preferred.
- CompTIA Security+ certification preferred.
Responsibilities
- Troubleshoot system issues using diagnostic tools such as netmom, windbg, and custom application tools.
- Respond to incident tickets in a 24x7 operational environment to meet SLA objectives.
- 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 against client specifications and SLAs, escalating as needed.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
