Cloud Support Engineer I - WA (Night)

ASM Research - Redmond, WA

Full-time - Entry Level

Redmond, WA

Professional, Scientific, and Technical Services

About the position

The Cloud Support Engineer I will be part of the incident management team in a 24x7 Microsoft Azure environment, responsible for diagnosing, mitigating, and escalating system issues to ensure high system/platform availability. The role requires a solid understanding of core Windows Azure components and tools to effectively troubleshoot and resolve incidents.

Responsibilities

• Responds to incident tickets in a 24x7 operational environment to meet SLA objectives.
• Troubleshoots system issues using diagnostic tools like netmom, windbg, and custom application tools.
• Reviews system logs to identify and mitigate system issues.
• Leverage knowledge base to help troubleshoot, identify and resolve systems issues.
• Update knowledge base troubleshooting guides and lessons learned as required.
• Document incident fixes and make recommendations to engineering team for system improvements for consideration in future releases.
• Document system issues resulting in system outages and coordinate change through change management process.
• Support collaboration across operations, development teams and external partners.
• Support 'tiger team' calls to streamline knowledge sharing and timely resolution of system issues.
• Monitor solution performance according to client specification and SLAs, escalate as needed.
• Other supporting duties, as directed.

Requirements

• BS in Computer Science or other technical discipline is preferred.
• 1-2 years of operations experience providing application infrastructure support; 1 year performing system administrator support.
• TS/SCI with Full Scope Poly required.
• Experience with system administration support tools such as Windows/Linux.
• Experience supporting a 24x7 cloud based environment.
• Strong interpersonal skills.
• Strong oral and written communication skills.
• Experience in supporting Cloud based environment and tools such as Azure/AWS.
• Experience analyzing, troubleshooting, and providing solutions for technical issues.
• Ability to problem solve and collaborate with team members.
• Strong organizational and multi-tasking skills.
• Strong in technical communications with both technical and non-technical peers.
• Able to maintain professionalism under pressure.
• Strong customer focus.