Chi tiết công việc Technical Support Engineer - Azure VM Team tại iTechWX
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
