Support Engineer - Remote, RE

view the job in browser: Jobboard.aquainsys.com


Role:- Support Engineer 
Location:- 100% Remote
 
Desired Skills and Experience:-
Ability to manage critical situations
Foundation of technical skills
Experience working with Windows and/or Azure infrastructure and large enterprise environments
Ability to work high workload situations
Excellent interpersonal and communication skills
Ability to prioritize tasks in real time
Day-to-Day:-
An employer in the Irving Area is looking for Queue Tracker to help manage the case que for the Azure Security Team. This person will be responsible for working with engineers, C-level management, and Customer Relationship Managers to help determine the priority of the inbound case queue.
Responsibilities may include:-
Maintaining SLA agreements for new cases
Determine severity of cases based on business impact
Assign cases to appropriate engineers within the defined SLA
Provide accurate responses on severity issues, expired and misroute cases
Ensure call back expectations are met and not missed for abandoned cases in queue
Provide updates to other groups on the status of cases
Address issues via all modes of communication like phone, email, etc.
Inform the requestors on when they will be contacted if a callback is missed and coordinate expectations with engineers on callback timeline
Make sure cases are moved to engineers with the bandwidth to do the callbacks
Inform the engineers on how to get in touch with the teams that they would want to collaborate with to reach a resolution
Take an active role in identifying changes that could improve the level of service to our customers
Engage managers during high customer impact situations
Top 3 Skills
Top 3 must-have hard skills
Experience in administering Microsoft® Windows 2008 and Windows 2012 Servers. 1+ years
Level of experience with each
Experience in Azure Active Directory Services and /or Windows Active Directory (including ADS, Group Policies, FSMO Roles, DNS Zones, Replications etc.) 1+ years
Stack-ranked by importance
Strong Trouble Shooting and problem solving skills1+ years

Link: Apply with Resume at Jobboard


Thanks and Regards,

Teja Tammana
Aqua Information Systems Inc. 300 N Pottstown Pike, Suite # 130 Exton, PA 19341 Contact No: 302-200-0160 Fax: 215-600-1617 Email: ttammana@aquainsys.com GTalk: ttammana@aquainsys.com

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