Technical Support Engineer - Azure VM Team

Roles& Responsibilities

• 1. Customer Issue Resolution & Responsiveness
• a. Drive the communication with the customer to ensure the customer has confidence on problem resolution.
• b. Define and understand the customer issue by creating the adequate reproduction scenarios.
• c. Research, troubleshoot, develop and implement a workaround (if needed) and gain agreement from customer on p roblem resolving.

2. Effective Communication & Collaboration

• a. Identify the right resource to collaborate with for tough & political hot problem.
• b. Collaborate with cross-group peers both proactively and reactively.
• c. Produce quality documentation and share with the appropriate team members and tech lead as appropriate

3. Training & Readiness

• a. Identify current knowledge deficiencies/training needs, as well as potential future needs
• b. Act as a subject matter expert (SME) to build readiness content and develop training (in applicable regions).
• c. Make effective technical presentations, both internal and external.
• d. Provide documentation and mentoring to others within your technical specialty. e. Work with your manager, as appropriate to assess your own core competencies and identify current knowledge deficiencies /training needs, as well as potential future needs.
• f. Implement your development plan, actively seek development opportunities, and complete all scheduled training.
• g. Meet with your manager to assess and adjust the plan as needed to match mid- and long-term career plans

4. Operation Precision

• a. Adhere to published queue or call back schedule and be available for on-call duty, as necessary
• b. Use appropriate documentation and utilization and / or labor tracking methods to account for time.
• c. Manage and prioritize your workload while keeping team members and management appropriately informed.
• d. Participate in ad-hoc projects per management request or business need.
• SOFT SKILLS
• Leadership - handle technically challenging and politically hot customer situations Strong communications skills – Excellent spoken and written English communication skills
• Effective, polished interaction with customer to gather information
• Demonstrable troubleshooting skills
• Cross-team collaboration
• Logical and Critical thinking
• Passion for technology and customer support
• Understanding of cloud vs. on premise computing.
• TECHNICAL SKILLS
• Knowledge of one or two of the following domains:   Operating System/Virtualization, Networking, Microsoft Azure Pla tform, Storage. Operating System/Virtualization Familiarity with OS Internals concepts (Windows, Linux, etc), Storage, Active Directory and Security
• Understanding of Virtualization concepts and virtual system administration Experience with VM configuration and administration
• Networking
• Familiarity with networking concepts including VIPs, NAT, DNS Familiarity with networking tools (ping, tracert, tracemon, wire shark, etc.)
• Understanding of load balancing, geo-redundancy, CDN and VPN technologies preferred
• Microsoft Azure Platform (as a plus)
• Microsoft Azure architecture and its components (Fabric, Compute, Storage, etc) Knowledge of Microsoft Azure Platform services
• Azure Platform development and deployment concept