Job Description

Job Summary

The Azure Support Administrator plays a crucial role in ensuring operational excellence by independently resolving support tickets, providing on-call assistance, and conducting root cause analyses. This position focuses on maintaining high customer satisfaction through effective problem resolution and adherence to quality standards, making it vital for the organization's success in support and operations.

Key Responsibilities

1. Provide Expert Support For Azure-Based Networking And Security Issues By Troubleshooting And Resolving Incidents Effectively, Ensuring Compliance With Quality Standards And Regulatory Requirements.
2. Conduct Thorough Root Cause Analyses For Escalated Support Issues, Utilizing Azure Security Tools To Identify Underlying Problems And Implement Corrective Actions.
3. Engage In Value-Adding Activities Such As Updating And Managing The Knowledge Base, Facilitating Training Sessions For New Hires, And Coaching Fellow Analysts To Enhance Team Capabilities.
4. Independently Manage And Resolve Support Tickets Within Agreed Service Level Agreements, Ensuring Timely And Efficient Handling Of Customer Requests.
5. Ensure A Positive Customer Experience By Achieving High First Call Resolution Rates And Minimizing Case Reopens, Thereby Contributing To Overall Customer Satisfaction And Csat Scores.

Skill Requirements

1. Solid Understanding Of Azure Networking And Security Concepts.
2. Proficiency In Using Azure Security Tools For Monitoring And Incident Response.
3. Familiarity With Ticketing Systems And It Service Management Processes.
4. Strong Analytical Skills For Conducting Root Cause Analysis And Problem-Solving.

Other Requirements

1. Optional But Valuable: Microsoft Certified: Azure Security Engineer Associate