Cloud Support Engineer I (MD-FX)

ASM Research•Elkridge, MD

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 maintain high system and platform availability. As part of the Live Site work stream, the engineer uses an understanding of core Windows Azure components and tools to diagnose issues. The position supports incident response, system monitoring, troubleshooting, documentation, and collaboration across operations, development teams, and external partners. It also contributes to knowledge-base materials and recommendations for system improvements.

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.
Experience supporting Azure/AWS cloud.
Microsoft Azure Fundamentals certification.
CompTIA Security+ certification.

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 make recommendations 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.