Cloud Support Engineer I (Swing)

ASM Research•Redmond, WA

18d

About The Position

The Cloud Support Engineer will serve as a part of the incident management team in a 24x7 Microsoft Azure environment. Candidate will diagnose, mitigate and/or escalate system issues to maintain a high level of system/platform availability. Candidate will serve as a part of the Live Site work stream and will require an understanding of core Windows Azure components and tools to diagnose issues. The Cloud Support Engineer will perform tasks such as:

Requirements

Bachelor of Science in CS, or other technical discipline is preferred.
2 years operations experience providing application infrastructure support
1 year performing system administration support (Windows/Linux)
TS clearance required
FBI CJIS Investigation required
Knowledge of Microsoft Operating Systems and products that include Microsoft Windows, Windows Servers, Microsoft Office365 and SharePoint, Microsoft Teams
Applies standard methodology, techniques, procedures and criteria.
Ability to troubleshoot and resolve basic/routine system hardware, software or networking related problems.
Ability to communicate effectively, both orally and in writing and to translate technical terminology into terms understandable to non-technical employees.
Interpersonal Skills, problem solving, organizational, and multi-tasking skills

Nice To Haves

Experience in supporting Azure/AWS cloud
Experience with Powershell and/or scripting
Microsoft Azure Fundamentals preferred
CompTIA Security+ preferred

Responsibilities

Troubleshoot system issues using diagnostic tools like 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
Leverage knowledge base to help troubleshoot, identify and resolve systems issues
Update knowledge base troubleshooting guides and lessons learned as required
Document incident fixes and make recommendations to engineering team for system improvements for consideration in future releases
Document system issues resulting in system outages and coordinate change though 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 specification and SLAs, escalate as needed