Support Engineer - SCEM

The Support Engineer is responsible for support delivery, working with customers to resolve technical issues related to running containers on the Microsoft Azure Platform. In addition, the Support Engineer will focus on determining technical support scenarios, supportability asks, support workflow adjustments for Azure Previews (equivalent of Beta in on-Premises); identifying required tools, cloud access, training, processes or capabilities for support to assess issues within SLA. Need to closely collaborate with engineering, operations and CSS engineers.

The Support Engineer is a critical role in the implementation of Azure Platform support capabilities which includes working with the Engineering Group and Azure Supportability PMs to implement asks; identify technology, and/or process readiness needs, and work with Training PMs and Technical Leads to accomplish readiness per schedule; and, develop relationships with and engage with technology-specific support teams for customer incident resolution when required.

Specific measurements include achieving the CPE team goals, time to resolution or escalation, enabling a response time similar to competitors; maintaining technical skills through completion of ongoing readiness and Platform training; and, in general participating in the creation of future Microsoft support capabilities for Kubernetes in Microsoft Azure.

Achieve operational precision, included but not limited: Adhere to published queue or call back schedule and be available for different shifts, as necessary; Use appropriate documentation and utilization and / or labor tracking methods to account for time; Manage and prioritize your workload while keeping team members and management appropriately informed; Participate in ad-hoc projects per management request or business need.

• Specific knowledge of System Center Operations Manager 2016 and subsequent versions - A plus, similar monitoring products.
• Specific Knowledge of System Center Service Manager 2016 and subsequent versions - a plus, similar ticketing products.
• Knowledge of System Center Orchestrator 2016 and subsequent versions - a plus, similar monitoring products.
• Specific Knowledge of System Center Virtual Machine Manager 2016 and subsequent versions - a plus, similar Machine Manager products.
• Knowledge of Management Pack Technology, Overrides, Rules and Monitors.
• Experience with SQL administration/configuration including basic knowledge of TSQL syntaxis, WMI functionality and queries.
• Knowledge of Windows and Linux operating systems.
• Knowledge of AD, DNS, DHCP, TCP/IP, Network and Azure.
• ITIL certification/MOF are pluses.