Senior Hybrid Cloud Technical Engineer

POSITION DETAILS:

Position Title:

Reports to (POSITION):

Team:

Department:

PURPOSE OF JOB:

Bytes are looking to expand their customer-facing Microsoft Support Desk after yet another year of impressive growth. Bytes’ collaborative and solution-led approach means that our customers look to us to help them deliver and achieve. The Microsoft support team is integral to this approach and our success.

To provide 3^rd line support managing cloud infrastructure in Azure across design, implements and manages cloud solutions that span both on-premise and Azure environments, ensuring seamless integration and efficient resource utilization, often using tools like Azure Hybrid Benefit for Bytes Microsoft Cloud customers.

This will be filled by someone with proven 3rd-line support experience and hands-on experience of the Microsoft Hybrid Infrastructure, acting as an escalation point for incidents relating to their Azure cloud services and on-premises Support.

Communication and collaboration are paramount to this role, you will work closely with a variety of internal and external business and will be continually engaged and collaborating with our clients.

KEY RESPONSIBILITIES:

• Take full responsibility for requests from Bytes clients or resellers regarding their On-Premises or Azure environments impacting Microsoft services, ensuring end-to-end management until resolution.

• Deliver timely and precise updates to customers or resellers, ensuring they remain informed and engaged throughout the ticket lifecycle through consistent communication via phone, email, or Teams.

• Able to manage and prioritize Open and Unresolved tickets liaising with all 3^rd parties.

• Work on multi-cloud strategies and hybrid environments, ensuring seamless connectivity and synchronization between on-premises data centres and Azure resources.

• Assist in developing and maintaining a comprehensive internal knowledge base to provide team members with readily available tips, solutions, and best practices.

• Adhering to standard procedures to escalate unresolved issues to the appropriate internal teams in a timely and efficient manner.

• Guide other team members to a continued greater understanding of Azure Services.

• Help shape and steer our infrastructure as we expand

QUALIFICATIONS, EXPERIENCE, & SKILLS: 

Essential Knowledge:

• Operating Systems – Windows, Windows Server, Linux (Debian/Ubuntu)
• Cloud – Microsoft Azure
• Firewall – Azure, Windows
• Networking – Azure Vnet, Windows NPS, Windows SDN, NSG, VPNs, ExpressRoute
• Storage – Azure Storage services (Blob, File, Table), Disks and Volumes, Containers
• Virtualisation – Hyper-V, Windows Server Containers, KVM, AVD, VMs and Service Extend Support Machines

Additional Knowledge

• Management Tools – Microsoft SCCM, Windows Admin Center, SCOM
• Virtual Desktop – VMware, Citrix VDI 
• Databases – SQL Server, MySQL, PostgreSQL, MariaDB, ADLS, CosmoDB
• Monitoring – SCOM, WAC, Windows Network, Azure Log analytical Workspace, Sentinel Workspace, Event Logs and Kusto Queries 

Skills

• Ability to work under own initiative
• Ability to follow written and verbal instructions
• Ability to work to strict deadlines
• Ability to provide training to other team members, and other employees
• Ambitious and willing to work towards specialisation in corporate systems
• Excellent communication and interpersonal skills
• Good documentation skills including Visio drawings
• Previous experience in IT Infrastructure/support and fault finding

Qualities

• Articulate, literate, presentable, customer facing and technically astute
• Self-motivated, enthusiastic and willing to learn
• Punctuality and good time keeping are essential to this role
• Team player
• Commercial awareness

QUALIFICATIONS, EXPERIENCE, & SKILLS:

Educational Qualifications:

• Educated to GCSE Level with minimum of A-C Grade in Math and English

ESSENTIAL

Professional Qualifications

• Microsoft Azure Fundamentals (AZ-900)

ESSENTIAL

• Microsoft Azure Administrator Associate (AZ-104)

ESSENTIAL

• Microsoft 365 Fundamentals (MS-900)

DESIRABLE

• Administering Windows Server Hybrid Core Infrastructure (AZ-800)

DESIRABLE

• Configuring Windows Server Hybrid Advanced Services (AZ-801)

DESIRABLE

• Designing Microsoft Azure Infrastructure Solutions (AZ-305)

DESIRABLE

CORE Competencies & SKILLS – BASED ON POSITION AND GRADE

• Ability to work proactively, independently and in an agile manner to achieve desired outcomes.

• Ability to work both independently and as a team player and enjoy working in an environment that requires continuous learning and development.

• Written and Verbal Communication skills, and capable of communicating with senior stakeholders across the business as well as Client Infrastructure teams.

• Generate innovative approaches and solutions to complex problems whilst achieving SLAs.

• Excellent organizational skills and ability to manage multiple demands whilst staying on top of deadlines.

• Ability to take ownership of tasks and drive the team objective forward.

• Provide advice and support to members in different departments within Bytes around Azure services.

• Driven to find out solutions to reoccurring issues and automate for team understanding/future implementation.

• Detailed note keeping within tickets to ensure all issues are properly logged with clear plan of future actions.

• Motivated to utilize training resource available to increase knowledge about Azure and collaboration across the wider team.