Azure Support Engineer

Softchoice is a software-focused IT solutions and services provider that helps organizations innovate and engage their workforce. The Azure Support Engineer will manage and support the organization's hybrid cloud infrastructure, analyze and troubleshoot technical support incidents, and ensure excellent customer service through communication and incident management.

Responsibilities:

• Managing and supporting the organization's hybrid cloud infrastructure
• Analyzing and troubleshooting complex technical support incidents and problems for clients
• Documenting, implementing and testing changes in accordance with Change Management procedures
• Identifying gaps in existing or incoming services, processes or methods and self-starting towards solutions
• Monitoring and analyzing customer’s environments, providing recommendations for continuous improvement and optimization of technology investments
• Escalating potential problems and client support issues to management or third-party vendors as per SLA contract
• Maintaining and improving technical documentation associated with supported client environments
• Demonstrating excellent customer service skills through all levels of communication, incident/problem management, escalation, and resolution activities

Requirements:

• A deep understanding of Microsoft Azure IaaS/PaaS platform
• Manage, maintain, and support the Azure Stack HCI infrastructure, including the creation, deployment, and administration of virtual machines, storage, and networking components
• Experience with Windows and Linux Server Operating Systems
• Knowledge or desire to develop skills and knowledge related to IaaS/PaaS platforms
• Strong, hands-on experience with Azure cloud solutions and Azure IaaS resources
• Experience with a variety of Microsoft technologies, including Windows Server, Hyper-V, and Storage Spaces Direct (S2D)
• Ready to take Priority challenges related to Azure Infrastructure
• Monitor, manage and maintain day to day activities of Azure environments, respond and address system alerts, notifications
• Assist in daily administration and operational activities including monitoring, support, and maintenance of Azure workloads
• Participate in incident response activities and remediation efforts
• Deliver mentorship sessions related to Security and Governance in Azure Platform recommendations
• Good in-depth knowledge in Azure platform cost management
• Hands-on experience in Microsoft CSP and EA Programs
• Adopt 3rd party platform tools like CloudHealth Tanzu for Logic Monitor for daily operations
• Hands-on with Azure Stack HCI performance and identify potential problems
• 5+ years' experience supporting clients (Internal or external) via phone, email, or desk side
• Azure related certifications
• Experience with security principles in Azure
• Creating and Deploying ARM templates
• Ability to PowerShell scripts when required
• Terraform, Infrastructure as Code (IaC) tool knowledge
• ITIL Certification is added advantage and good to have
• French speaking would be an asset
• Experience working within a 24x7 technical support environment