We are seeking a Level 2 Azure Support Engineer to join our Day 2 Operations team. This role focuses primarily on providing intermediate‑level technical support for Microsoft Azure infrastructure services, including incident resolution, service requests, and proactive environment monitoring. You will collaborate with Tier 1 engineers, senior Azure engineers, and vendor support teams to ensure efficient issue resolution and exceptional service delivery.
The ideal candidate has hands‑on experience supporting core Azure workloads, strong troubleshooting ability, and the capability to handle moderately complex issues independently while escalating advanced cases when necessary. While the primary emphasis is Azure, familiarity with Microsoft 365 administration remains valuable for day‑to‑day operations.
Candidates for this role must demonstrate strong, practical experience working within the Microsoft Azure cloud ecosystem. This includes the ability to support, troubleshoot, and administer Azure resources in a production environment and understand cloud architecture fundamentals, dependencies, and operational best practices.
Engineers should be capable of analyzing cloud issues end‑to‑end across compute, networking, identity, governance, and security layers. Experience with Azure governance (policies, blueprints), cost awareness, resource hygiene, and cloud security controls is highly beneficial for maintaining optimized, compliant, and reliable environments.
- Experience: 3–5 years in technical support within an enterprise or MSP environment, 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 troubleshooting (MFA, conditional access, SSPR, identity roles).
- Familiarity with Azure Monitor, Log Analytics, and alert response workflows.
- Basic understanding of Microsoft 365 (Exchange Online, Teams, SharePoint Online).
- Strong written and verbal communication skills.
- Experience working in ticketing systems with SLA accountability.
- Demonstrated teamwork, collaboration, and workload management ability.
Preferred Qualifications
- Azure certifications such as AZ‑900 or AZ‑104 (or actively pursuing).
- Experience using PowerShell for Azure or M365 automation.
- Familiarity with hybrid identity and Azure AD Connect.
- Understanding of ITIL and ITSM frameworks.
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.
- Participation in process improvement, operational excellence initiatives, and cross‑team collaboration.
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Preferred QualificationsAzure 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, MFA, conditional access, and identity 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, resource hygiene, and best practice governance reviews.
- Basic understanding of Azure Disaster Recovery processes including restoring files from backups, replication alerts, etc.
Service Requests & Operational Tasks
- Fulfill Azure related service requests such as provisioning VMs, assigning RBAC roles, configuring networking components, and updating resource configurations.
- Perform supporting Microsoft 365 tasks when needed (Exchange Online, Teams, SharePoint Online), generally focused on user or permission-based requests.
- Document troubleshooting steps, environment details, and resolutions in the ticketing system.
Workflow & Team Responsibilities
- Manage ticket queues, triage incoming work, and distribute tickets to maintain balanced workload distribution.
- Conduct daily ticket quality reviews to ensure correct categorization, compliance, 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 with accurate tracking and communication.
- Collaborate with Tier 1 engineers for knowledge transfer and escalations; work with Tier 3 for advanced issue resolution.
Customer Engagement
- Communicate clearly and professionally with customers to gather details, deliver updates, and guide them through troubleshooting.
- Ensure timely, customerfocused interactions that uphold service excellence.
Process & ITIL Compliance
- Follow ITIL aligned incident, problem, and change management processes.
- Contribute documentation, knowledge base updates, and operational improvements.
- Participate in peer training, skill development, and team growth activities.
