Cloud Support Engineer I (VA-FX)
About The Position
The Cloud Support Engineer will serve as part of the incident management team in a 24x7 Microsoft Azure environment. The role diagnoses, mitigates, and/or escalates system issues to maintain a high level of system and platform availability. As part of the Live Site work stream, the engineer uses knowledge of core Windows Azure components and tools to diagnose issues. The role involves responding to incident tickets, monitoring solution performance against client specifications and SLAs, reviewing logs, documenting incidents and fixes, updating troubleshooting resources, and coordinating with operations, development teams, external partners, and engineering. The position also supports tiger team calls to share knowledge and resolve issues in a timely manner.
Requirements
- Two years of operations experience providing application infrastructure support.
- One year performing system administration support for 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 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 make recommendations to the engineering team for system improvements to consider 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.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
