Description:
We are looking for a Senior Support Engineer (Azure) to join our experienced and highly regarded Managed Services Operations team in Oakville to help support services based around Azure. The role will require a mix of technical excellence, strong communication, customer service skills and IT service management process knowledge.
Softchoice’s Managed Service division is a world class practice that has been operating for over fifteen years and currently ranks 5th world-wide according to MSPMentor and #1 Managed Service Provider in Canada. We offer the opportunity for you to work with a diverse portfolio of clients and their technical teams to support and improve their IT business solutions and allow you to learn and grow along the way.
What you’ll do:
- As a Senior Support Engineer, will be responsible for managing and supporting the organization's hybrid cloud infrastructure. This role requires deep technical knowledge of Azure, and related Microsoft technologies.
- Analyze and troubleshoot complex technical support incidents and problems for our clients.
- Document, implement and test changes in accordance with Change Management procedures.
- Pick up on gaps in our existing or incoming services, processes or methods and self-start towards solutions.
- Monitor and analyze customer’s environments, providing recommendations for continuous improvement and optimization of technology investments
- Escalate potential problems and client support issues to management or third-party vendors as per SLA contract.
- Maintain and improve technical documentation associated with supported client environments.
- Demonstrate excellent customer service skills through all levels of communication, incident/problem management, escalation, and resolution activities.
What you’ll bring to the table:
- 5+ years of experience in a technical support, cloud operations, or infrastructure management role, experience working in Managed Services or MSP environments.
- Deep expertise with Microsoft Azure services: Virtual Machines, App Services, Azure SQL, Azure Networking (NSGs, VPN, ExpressRoute), Storage Accounts, Azure AD.
- Proficient with scripting languages (e.g., PowerShell, Azure CLI, ARM templates).
- Familiarity with ITIL frameworks and incident, problem, and change management processes.
- Knowledge of Microsoft Defender for Cloud, Azure Monitor, and Azure Policy.
- Familiarity with hybrid cloud technologies (Azure Arc, Azure local).
- A deep understanding of Azure IaaS/PaaS platform.
- Experience with Windows and Linux Server Operating Systems.
- Knowledge or desire to develop skills and knowledge related to IaaS/PaaS platforms.
- The ideal candidate will have experience with a variety of Microsoft technologies, including Windows Server, Hyper-V, and Storage Spaces Direct (S2D).
- Should be ready to take Priority challenges related to Azure Infrastructure
- Monitor, manage and maintain day to day activities of Azure environments, respond and address system alerts, notifications.
- Assist in daily administration and operational activities including monitoring, support, and maintenance of Azure workloads.
- Advise clients and internal teams on Reserved Instances (RIs), Azure Hybrid Benefit (AHB), auto-scaling, and resource rightsizing strategies.
- Define and implement Azure Policies and Tagging standards to support chargeback/showback models and departmental accountability
- Provide support and guidance for enterprise agreement (EA), Microsoft Customer Agreement (MCA), and CSP billing models. Assist with subscription consolidations and migrations.
- Participate in incident response activities and remediation efforts and should be able to deliver mentorship sessions related to Security and Governance in Azure Platform recommendations.
- Should have good in-depth knowledge in Azure platform cost management and have hands on experience in Microsoft CSP and EA Programs
- Should be able to adopt 3rd party platform tools like CloudHealth Tanzu for Logic Monitor for daily operations.
- Experience with security principles in Azure, Creating and Deploying ARM templates, ability to PowerShell scripts when required.
- Certifications (Preferred but not mandatory)
- Mandatory or highly preferred:
- Microsoft Certified: Azure Administrator Associate (AZ-104)
- Microsoft Certified: Azure Solutions Architect Expert (AZ-305)
- Nice to have: