Azure Support Engineer

This is a fully remote position, open to applicants in United States.

📋 Description

• Deliver Microsoft infrastructure support for CDW clients, concentrating on Azure, Microsoft 365, and associated Microsoft technologies.

• Act as a reliable technical support resource for cloud and Microsoft infrastructure challenges.

• Diagnose, troubleshoot, and resolve issues related to Azure, Microsoft 365, Windows Server, and other relevant technologies.

• Evaluate customer issues, determine root causes, and guide assigned cases to resolution.

• Handle service requests via a case queue and ensure timely status updates are provided.

• Record troubleshooting steps, resolutions, customer interactions, incidents, and modifications.

• Collaborate with colleagues and cross-functional teams on intricate technical challenges.

• Engage Microsoft support for additional expertise or escalation help.

• Articulate technical problems, business impacts, next steps, and solutions to customers and stakeholders.

• Adhere to service-level agreements and customer commitments within a production setting.

• Take part in an on-call rotation to support critical systems.

• Join customer calls and assist in maintaining client relationships with account management personnel.

• Contribute to the creation of technical documentation, procedures, knowledge articles, templates, proposals, and training materials.

• Mentor and assist peers within the team and across CDW.

• Attend training sessions and acquire industry-related certifications as directed by management.

• Manage multiple priorities effectively and ensure timely completion of tasks and projects.

• Communicate risks, schedule changes, unforeseen events, and technical issues to the Engineering Manager.

• Recognize potential customer needs or cross-selling opportunities and relay them to sales or account teams.

• Comply with time-entry, compliance, policy, and procedural requirements.

⛳️ Requirements

• Bachelor's degree and 3 years of experience in Microsoft support, or 7 years of overall IT engineering experience, including 3 years of Microsoft support experience.

• Practical experience in supporting Microsoft technologies, with a strong understanding of Azure.

• Experience in supporting one or more of Microsoft 365, Windows Server, Active Directory, SCCM, or Intune.

• Professional background in customer service, requirements gathering, task execution, troubleshooting, problem-solving, and crisis escalation.

• Experience functioning in a ticket-driven or case-based support environment.

• Strong organizational, analytical, documentation, and problem-solving abilities.

• Exceptional verbal and written communication skills.

• Capacity to manage multiple priorities, adapt to evolving customer needs, and meet deadlines.

• Ability to work independently and collaborate or escalate as needed.

• Adherence to policies, procedures, instructions, and service commitments.

• Willingness to work Pacific Time hours and participate in the on-call rotation.

• Ability to travel as required.

• Approximately 8 or more years of experience in Microsoft support engineering is advantageous.

• Extensive experience in Azure and customer-facing Microsoft issue resolution is a plus.

• Microsoft certifications in Azure, Microsoft 365, or related technologies are beneficial.

• Experience in Managed Services is a plus.

• Direct experience working with Microsoft support to resolve intricate cases is an advantage.

🏝️ Benefits

• Annual bonus target of 10%, subject to the terms and conditions of the plan.

• Comprehensive benefits package (details available at https://cdw.benefit-info.com/).

• Training and opportunities for industry-related certifications as determined by management.

• Access to mentorship and peer support.

• Remote work arrangement.