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Support Analyst

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The Support Analyst will handle the day to day interaction with our customers (Core Engineers and Devs).

Responsibilities
• Setting up/Managing Azure Subscriptions
• Setting up/Managing Express Routes
• Subscription and Express Route Consolidation
• Basic Azure Customer Service, troubleshooting, and escalations
• Setting up VM’s for customer requests
• Reclaiming VM’s and returning them to Azure
• Documentation, VSO bugs/tasks, etc

The Team
This is a new initiative – enablement of Cloud Resources for Core PM’s, devs, and engineers. As part of that, we are trying to make sure we have a consolidated, central point of entry that individuals within the org can get into so they can get into Azure for tracking purposes, trouble, help, and for financial tracking (if there is no central process, people go off and do it on their own and create more issues down the line). We’ve hit a point where we ramped up and we are spending more time on day to day instead of engineering for the future so these individuals will come in and help manage the day to day of subscription management of new subscriptions, express routes, troubleshooting Azure problems, escalations, etc. Cutting edge of Azure and Windows development. Fun environment, mostly heads down, but may have a Nerf war go on and it gets louder

Day to Day
Morning standup where we look at outstanding tickets from previous days, work through a timeline, see what’s blocking them, look at what’s queued up for the rest of the day and prioritize based off that. Other tasks would include responses to email, proactive work with subscriptions and express routes that need to be assigned to the appropriate owners for tracking purposes which will entail backend work to identify those, reach out to customers and fix them. They will be very busy most of the day, in Azure, working with customers (Ex: They will get a request of needing a subscription with an express route for 30 DM’s and will have to go work on executing that). No day is the same so exposure to a lot of things and working with a variety of different people

Top 3 Skills Required
• Azure experience – subscriptions, VM management, DM, troubleshooting
• Windows OS experience – troubleshooting, more focused on operating system side
• PowerShell scripting experience – manually deploy something once and automate a solution going forward through PowerShell

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