• Experience: 3–5 years of technical support experience in an enterprise or MSP setting, with a strong focus on Azure infrastructure.
• Technical Skills:
• Solid experience with Azure services (VMs, storage, VNETs, NSGs, resource groups).
• Working knowledge of Azure AD identity troubleshooting (MFA, conditional access, SSPR, roles).
• Familiarity with monitoring tools (Azure Monitor, Log Analytics) and responding to alerts.
• Basic understanding of Microsoft 365 environments (Exchange Online, Teams, SharePoint).
• Strong verbal and written communication skills.
• Experience working in ticketing systems and adhering to SLAs.
• Demonstrated ability to collaborate within a team environment and manage moderate technical workloads.

Preferred Qualifications

• Microsoft Azure certifications (AZ‑900, AZ‑104, or actively working toward certification).
• Experience using PowerShell for Azure or M365 administration and automation.
• Familiarity with hybrid identity environments and Active Directory synchronization (Azure AD Connect).
• Understanding of ITSM frameworks such as ITIL.

Additional Information

• Must be able to work in a 24/7 environment with rotating shifts or on‑call responsibilities.
• Initial schedule: Wednesday–Sunday, 8:30 PM – 4:30 AM CT.
• Opportunities for growth through training, certifications, and hands‑on project exposure.
• Involvement in process improvement, operational excellence initiatives, and cross-team collaboration.

#LI-PR1

Azure Support (Primary Focus)

• Troubleshoot and resolve moderately complex incidents involving Azure virtual machines, storage, networking, load balancers, NSGs, and resource group management.
• Support Azure identity & access configurations, including Azure AD, roles, permissions, and conditional access troubleshooting.
• Monitor Azure environments, respond to alerts, and take corrective actions or escalate issues to senior engineers as required.
• Perform platform maintenance tasks such as VM resizing, restarts, disk/backup checks, and connectivity troubleshooting (VPN, ExpressRoute, VNETs).
• Assist with Azure policy/blueprint compliance review and resource hygiene tasks.

Service Requests & Operational Tasks

• Fulfill Azure‑related service requests such as provisioning new VMs, updating resource configurations, assigning RBAC roles, and modifying networking components.
• Handle core Microsoft 365 support tasks when required (Exchange Online, Teams, SharePoint Online), primarily for user or permission-related requests.
• Maintain accurate documentation in the ticketing system, including troubleshooting steps, environment notes, and workarounds.

Workflow & Team Responsibilities

• Manage ticket queues, triage incoming work, and distribute tickets when necessary to maintain balanced workloads.
• Conduct daily case reviews to ensure ticket quality, compliance, correct categorization, and SLA adherence.
• Assist with P1 case handling by gathering technical details, executing action items, and providing timely updates.
• Open and manage Microsoft support tickets, ensuring proper case tracking and communication.
• Collaborate with Tier 1 engineers on escalations and knowledge transfer; partner with Tier 3 engineers on advanced issue resolution.

Customer Engagement

• Communicate clearly with customers to gather information, provide updates, and guide them through troubleshooting steps.
• Ensure professional, timely, and customer‑focused interaction at all times.

Process & ITIL Compliance

• Follow ITIL‑aligned procedures for incident, problem, and change management.
• Contribute to internal documentation and knowledge base improvements.
• Participate in team training, peer mentorship, and continuous skill development.