THE CLIENT IS SEEKING A HELP DESK SPECIALIST IN CLOUD INFRASTRUCTURE - EMPHASIS ON AZURE
What You’ll Get to Do: 1. Setup and maintain Microsoft Azure Govt. Cloud environment. -> 80% A. Basic cloud setup with Microsoft and its certified partners B. Work with Panasonic IT for compliance and security C. Setup single/multi tenancy in the Azure cloud based on customer requirements D. Experience with Azure monitoring technologies E. Basic understanding of database technologies, specifically MS SQL Server F. Understanding of Saas, PaaS and IaaS business models. Escalated Issues from Tier#2 and Tier#3 - Technical support (10%) A. Understanding of Incident Management and Escalation workflows B. Resolve customer problems that are escalated from the help desk and field service team with regards to cloud setup, administration and monitoring C. Update Knowledge base through Sugar CRM D. Find common issues coming up from support team, factory and other 3RD party partners and update the team on a regular basis E. Escalate tickets to Microsoft support or to Panasonic factory engineering and development team, depending on the nature of issue. F. Maintain a high level of product and industry knowledge to assure optimum product and customer support. Troubleshoot and repair (5%) A. Troubleshoot customer issues as required. B. Maintain records and billable services. Investigation and Escalation (5%) A. Escalate all customer issues and problems with engineering and factory while providing customer’s timely feedback on progress of their issues and maintaining records of all escalated problems. B. Document and share newly found information or trouble shooting techniques with other hotline, engineering, technical service managers and field service teams.