Support Engineer

Role Overview

• Provide Level 1 and Level 2 customer support, including triage, troubleshooting, resolution, and escalation with clear handovers where required.
• Act as a frontline point of contact for customer queries and operational issues, maintaining a professional and calm approach under pressure.
• Administer and support Azure Landing Zone environments, including: Identity and access administration (RBAC and privileged access workflows where applicable) Policy and compliance support (understanding and applying guardrails, reporting, remediation) Subscription and resource administration (resource groups, tagging standards, cost controls, hygiene) Core networking operations (VNets, NSGs, private connectivity components, routing concepts) Monitoring and alert response (alert triage, diagnostics, evidence capture, escalation)
• Become an internal “application champion” for customer-facing enterprise platforms (modern collaboration, productivity, and CI/CD enablement), developing strong capability in platform administration, configuration, and user support.
• Perform routine operational tasks consistently and accurately, including access changes, configuration updates, health checks, and documentation updates.
• Maintain high-quality customer-facing and internal documentation, including runbooks, support procedures, known errors, and troubleshooting guides.
• Support security-first operations by following secure handling practices, working within customer constraints, and maintaining strong awareness of risk and assurance requirements.
• Contribute to continuous improvement by identifying recurring issues, proposing automation opportunities, and improving support workflows.
• Collaborate with distributed teams and customer stakeholders, ensuring expectations, status, and outcomes are communicated clearly.

Requirements

• Experience providing Level 1 / Level 2 technical support in a customer-facing environment, with strong ticket discipline and a focus on resolution quality.
• Practical exposure to Microsoft Azure administration (not necessarily design-level architecture), with willingness to learn and develop capability quickly.
• Exposure to Infrastructure as Code (IaC) tools and practices (e.g., Terraform, Bicep, or Pulumi), including the ability to review, run, and apply controlled changes under guidance.
• Solid understanding of general networking fundamentals (IP addressing, DNS, routing concepts, firewalls, troubleshooting approach).
• Strong troubleshooting mindset: ability to gather evidence, form hypotheses, isolate causes, and document outcomes.
• Comfort with scripting and command-line tooling (PowerShell and/or Bash, Ansible), including basic automation for repeatable operational tasks.
• Strong attention to detail and a consistent approach to following procedures, especially in secure or regulated environments.
• Clear written and verbal communication skills, including the ability to produce customer-ready updates and maintain accurate documentation.
• Strong security awareness and judgement when operating in sensitive environments (data handling, least privilege, change control mindset).
• Ability to work independently, manage competing priorities, and remain effective during busy support periods.
• AZ-104, AZ-900, SC-900, ITIL Foundation

Tech Stack

• Ansible
• Azure
• DNS
• Firewalls
• Terraform