Job Description

Job Summary

The Azure IaaS Support Administrator plays a vital role in ensuring the seamless operation of cloud infrastructure and services. This position is responsible for independently resolving support tickets, providing on-call assistance, and conducting root cause analyses to enhance customer satisfaction. The role’s focus on quality and continuous improvement directly contributes to the organization's commitment to excellence in service delivery.

Key Responsibilities

1. Provide Technical Support For Azure Iaas And Windows Environments By Resolving Support Tickets Within Agreed Sla, Ensuring Timely And Effective Solutions.
2. Conduct Root Cause Analysis For Escalated Issues, Utilizing Azure Monitoring Tools And Terraform For Infrastructure Management To Identify And Implement Corrective Actions.
3. Maintain And Update Knowledge Bases By Documenting Solutions And Best Practices Related To Azure Iaas And Terraform Configurations, Facilitating Team Knowledge Sharing.
4. Train And Mentor New Analysts On Azure Iaas And Windows Support Procedures, Enhancing Team Competency And Service Quality.
5. Ensure A Positive Customer Experience By Achieving First Call Resolution Rates And Minimizing Case Reopens, Thereby Improving Overall Csat Scores.

Skill Requirements

1. Proficiency In Azure Iaas And Windows Administration.
2. Solid Understanding Of Terraform For Infrastructure As Code.
3. Familiarity With Incident Management Tools And Ticketing Systems.
4. Excellent Problem-Solving Skills With A Focus On Customer Satisfaction.
5. Strong Communication Skills For Effective Collaboration And Training.

Other Requirements

1. Optional But Valuable: Microsoft Certified: Azure Administrator Associate.
2. Optional But Valuable: Hashicorp Certified: Terraform Associate