Cloud Support Engineer I (Swing)

ASM Research•Redmond, WA

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 knowledge of core Windows Azure components and tools to diagnose issues. The role responds to operational incidents, monitors solution performance against client specifications and SLAs, documents fixes and outages, and collaborates with operations, development teams, and external partners to resolve issues and improve systems.

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 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 for non-technical employees.
Interpersonal, problem-solving, organizational, and multitasking skills.

Nice To Haves

Bachelor of Science in Computer Science or another technical discipline preferred.
Experience supporting Azure or AWS cloud environments.
Experience with PowerShell and/or scripting.
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 that result 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.