Technical Support Engineer ( VM and Networking)

About the Role

The support engineer is responsible for support delivery, providing technical support to Azure customers by resolving escalated, complex technical customer issues on the Azure Platform and delivering Azure Technical Support against CPE and workflow efficiency targets.

Responsibilities

• Identify required tools, cloud access, training, processes or capabilities to assess customer issues in less than 15 minutes.
• Keep escalations to PG operations below 10% of the volume.
• Closely collaborate with PG engineering and operations, and other CTS engineers.
• Implement Azure Platform support capabilities working with the PG and Azure Supportability PMs.
• Identify technology, and/or process readiness needs, and work with Training PMs and Tech Leads to ensure support team readiness.
• Develop relationships with and engage with technology-specific depth queues for customer incident resolution when required.
• Achieve the CPE team goals, time to resolution or escalation, enabling a response time similar to competitors.
• Maintain technical skills through completion of ongoing readiness and Platform training.
• Participate in the creation of future support capabilities for the cloud.

Qualifications

• Knowledge of one or two of the following domains: Windows Azure Platform, Operating System/Virtualization, Networking.
• Experience with Windows Server or Linux environments, good understanding of Operating system concepts (Windows OS, Linux OS [CentOS, Ubuntu, RHEL etc.]).

Required Skills

• Azure Networking
• Virtualization
• Hyper-V

Preferred Skills

• Familiarity with Active Directory, Security, OS Internals concepts.
• Understanding of Virtualization concepts and virtual system administration.
• Experience with Hyper-V configuration and administration.
• Familiarity with networking concepts including VIPs, NAT, DNS.
• Understanding of load balancing, geo-redundancy, CDN and VPN technologies preferred.
• Understanding of the OSI model and related concepts.
• Troubleshooting and resolving issues with respect to Virtual Machine availability, performance, scalability and security.
• Hands on with PowerShell scripting, json template deployments is an added advantage.
• Any prior experience with Azure services (IaaS) is preferred.
• Knowledge on Azure Engineering Groups.