Azure Technical Support Engineer

Job Description The Technical Support Engineer is responsible for BEMO’s customer helpdesk and therefore our customers’ overall satisfaction. The Technical Support Engineer IC3 will demonstrate the ability to conduct routine work with specialist and commercial knowledge in the following areas: • Microsoft 365 Apps and Administration Support • Microsoft Azure Support • Microsoft 365 Security Support • Customer Service • Team Communication • Problem Solving and Analysis At BEMO, the Technical Support Engineer IC3 competencies require: • Demonstrates foundational to intermediate knowledge of Azure Virtual Desktop (AVD) architecture, including session hosts, host pools, workspaces, and FSLogix. • Ability to troubleshoot AVD performance issues, user profile problems, connection failures, and session host health. • Applies security best practices for AVD environments, including conditional access, MFA, RBAC, and network segmentation. • Uses approved processes to diagnose and resolve issues involving Azure AD, Intune, Azure Files, and networking dependencies related to AVD. • Understanding of prioritization and time management of tasks • Building effective working relationships within the team and with peers • Demonstrates skill to influence other peers • Conducts complex tasks autonomously • Follows defined procedures and practices to resolve day-to-day problems • Works on problems of moderate scope and uses multiple known practices and procedures to solve problems with the support of the manager and peers • The ability to respond to customers’ help desk tickets reactively in alignment with BEMO’s products and service scope • Clear and open communicator with wider teams and stakeholders • Maintains transactional communication with customers or partners • Builds self-awareness about strengths and areas of development by being open to feedback from your manager and peers. • Consistently seeks to improve technical knowledge in the Microsoft technology and security areas • Constantly tries to improve the technical support function at BEMO with process, knowledge, and documentation areas Responsibilities & Primary Goals • Customer Support o Provide technical support on a triage queue in shifts that include weekend and overnight availability o Manage daily tickets assigned o Log into phone and ticket systems according to schedule and hold yourself accountable o Resolve routine technical tickets in a timely and efficient manner o Escalate tickets to upper tiers and/or vendors when appropriate o Own and oversee support tickets until resolution is determined o Maintain product knowledge, both from Microsoft’s suite that BEMO supports, but also products and services that BEMO offers o Review and improve your CSAT (customer satisfaction) score with your tickets o Review and improve your SLA (service level agreements) with your tickets o Document and update solutions via knowledge base articles • Cross-Group Collaboration and Support o Support the Customer Success team with customer-specific data for security scores and value realization efforts o Provide T1-T2 Team members support for tickets and issues relevant to managed service customers' security and compliance o Working with BEMO IT Manager to align security policies and processes o Work collaboratively with implementation engineers, operations team members, customer success managers, support engineers, and our BEMO customers Other tasks as assigned Requirements • Educational degree or diploma in Computer Science, Engineering, or the equivalent in proven experience • 3 to 5 years of experience in administering, managing, or implementing Microsoft Azure and Microsoft 365 as a support engineer. • Experience supporting or administering Azure Virtual Desktop (AVD) or similar virtualization technologies (e.g., RDS, Citrix, VMware Horizon). • Understanding of Azure compute, networking, identity, and storage principles as they relate to AVD. • Microsoft certification for MS-900 and AZ-900, and a certificate in either the Microsoft 365 modern workplace specialties or another area relevant to the above description of work. • Strong critical thinking, analysis, and problem-solving skills • Strong competency in core professional skills, especially attention to detail, responsiveness, follow-through, and flexibility, with a high degree of emotional intelligence and tact • Ability to work independently and collaboratively with other internal teams when needed • Proven customer service experience with clear and consistent writing, presentation, and communication skills in the English language • Excellent time management and prioritization skills • Self-motivated drive for excellence • Experience using a ticketing system Specialized Knowledge or Skills Preferred • Other Microsoft certifications are preferred (MS-500, AZ-500, SC-300, SC-400, etc.) • Cisco knowledge and/or experience preferred • Intune and MAM experience preferred • Azure Cloud experience is a must • Mac knowledge and/or experience is required