Cloud Support Engineer I (Swing)

The Cloud Support Engineer will serve as a part of the incident management team in a 24x7 Microsoft Azure environment. Candidate will diagnose, mitigate and/or escalate system issues to maintain a high level of system/platform availability. Candidate will serve as a part of the Live Site work stream and will require an understanding of core Windows Azure components and tools to diagnose issues. The Cloud Support Engineer will perform tasks such as:

Roles and Responsibilities

• Troubleshoot system issues using diagnostic tools like netmom, windbg, and custom application tools

• Respond to incident tickets in a 24x7 operational environment to meet SLA objectives

• Review system logs to identify and mitigate system issues

• Leverage knowledge base to help troubleshoot, identify and resolve systems issues;

• Update knowledge base troubleshooting guides and lessons learned as required

• Document incident fixes and make recommendations to engineering team for system improvements for consideration in future releases

• Document system issues resulting in system outages and coordinate change though change management process

• Support collaboration across operations, development teams and external partners

• Support "tiger team" calls to streamline knowledge sharing and timely resolution of system issues

• Monitor solution performance according to client specification and SLAs, escalate as needed, Compensation ranges for ASM Research positions vary depending on multiple factors; including but not limited to, location, skill set, level of education, certifications, client requirements, contract-specific affordability, government clearance and investigation level, and years of experience. The compensation displayed for this role is a general guideline based on these factors and is unique to each role. Monetary compensation is one component of ASM's overall compensation and benefits package for employees.

• Bachelor of Science in CS, or other technical discipline is preferred.

• 2 years operations experience providing application infrastructure support

• 1 year performing system administration support (Windows/Linux)

Clearance Requirements

• TS/SCI w/FSP clearance required

• FBI CJIS Investigation required

Preferred Skills

• Experience in supporting Azure/AWS cloud

Certifications/Licensures

• Microsoft Azure Fundamentals preferred

• CompTIA Security+ preferred

Other Job Specific Skills

• Knowledge of Microsoft Operating Systems and products that include Microsoft Windows, Windows Servers, Microsoft Office365 and SharePoint, Microsoft Teams

• Applies standard methodology, techniques, procedures and criteria.

• Ability to troubleshoot and resolve basic/routine system hardware, software or networking related problems.

• Ability to communicate effectively, both orally and in writing and to translate technical terminology into terms understandable to non-technical employees.

• Interpersonal Skills, problem solving, organizational, and multi-tasking skills, The physical requirements described in "Knowledge, Skills and Abilities" above are representative of those which must be met by an employee to successfully perform the primary functions of this job. (For example, "light office duties' or "lifting up to 50 pounds" or "some travel" required.) Reasonable accommodations may be made to enable individuals with qualifying disabilities, who are otherwise qualified, to perform the primary functions.

ASM Research, An Accenture Federal Services Company (Reston, VA)