Cloud Support Engineer

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Requirements:

• 3-5 years of experience in an IT Engineering capacity.
• 2+ years of knowledge and experience with Microsoft 365.
• 2+ years of knowledge and experience using Infrastructure as Code (IAC).
• Microsoft AZ-104: Microsoft Azure Administrator.
• Microsoft AZ-305: Designing Microsoft Azure Infrastructure Solutions.
• Microsoft AZ-700: Designing and Implementing Microsoft Azure Networking Solutions.
• Microsoft AZ-140: Configuring and Operating Microsoft Azure Virtual Desktop.
• Microsoft AZ-500: Microsoft Azure Security Technologies.
• LPI Certified Kubernetes Administrator (CKA)
• AWS Certified AWS SysOps Administrator
• Microsoft AZ-800: Administering Windows Server Hybrid Core Infrastructure

Responsibilities:

• Diagnose, troubleshoot and resolve technical issues related to Microsoft Azure solutions.
• Manage and resolve incidents by adhering to established incident management processes.
• Manage and maintain Azure subscriptions ensuring proper configuration, security policies, and compliance.
• Assist customers in managing their public cloud infrastructure resources.
• Advise customers on security best practices within public cloud platforms.
• Stay informed about the latest security threats.
• Implement and enforce security policies and procedures.
• Utilize scripting languages and automation tools to streamline processes.
• Provide guidance and mentorship to the wider CSS team members such as the monitoring and Infrastructure support technician staff.
• Conduct engaging training sessions.
• Collaborate with internal and cross-functional teams.
• Co-ordinate with stakeholders to minimize disruptions and maintain service continuity throughout any change process.
• Participate actively in cross-functional teams, particularly within the professional services department.
• Establish adherence to internal Key Performance Indicators (KPIs), Operational Level Agreements (OLAs), and external Service Level Agreements (SLAs).
• Maintain detailed documentation of support activities.
• Timeous communication with clients and internal stakeholders (e.g. CSMs & SDMs).
• Compile and Actioning Requests for Change (RFCs) related to public cloud platforms.
• Contribute to the team's knowledge base.
• Maintain flexibility and availability to support system upgrades and maintenance activities.
• Establish flexibility in schedule to accommodate occasional office days when necessary to participate in trainings.
• Participate in the after-hours standby roster to provide support for select 24/7 clients when needed.
• Stay updated with the latest advancements in public cloud platforms, technologies, and industry trends.
• Participate in continuous learning through training, certifications, and self-study.
• Set and review personal development goals to ensure continuous improvement and growth.