Bytes is a top provider of premium IT solutions and services, working with SMEs, corporations, and public sector organizations to modernize and digitally transform their IT infrastructures. Founded in 1982, Bytes has experienced significant growth, now employing over 750 people across seven locations in the UK and Ireland, with a turnover surpassing £1.8 billion in 2023.
At Bytes, we nurture talented individuals to achieve remarkable outcomes and are dedicated to supporting our employees through continuous training, guidance, and development to help you advance and fulfil your career goals. We foster a culture of innovation, collaboration, recognition and inclusivity and offer a wide range of benefits to support staff wellbeing.
Your Future Starts Here
PURPOSE OF JOB:
We are seeking an experienced and highly skilled Microsoft Azure 3rd Line Support Engineer to join our dynamic IT support team. The ideal candidate will be responsible for providing advanced technical support for Azure-based solutions, handling complex issues that escalate from the 1st and 2nd line support teams, and ensuring high availability and performance of our cloud infrastructure.
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.
Key to success will be to work as part of a close-knit team, with a customer centric service focus. You will be working closely with customers by providing day-to-day technical support, assisting, and contributing to overall technical governance and leadership, technical excellence, and continual service improvement.
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 ownership of request raised by Bytes CSP clients or CSP resellers related to their Azure environment affecting any/all azure services and manage until a resolution has been found.
* Provide prompt and accurate feedback to customers or CSP resellers and assure the client feels included throughout the lifecycle of the ticket by maintaining contact via phone/email/Teams.
* Provide direct 3rd line escalation for Bytes VIP customers, Bytes CSP Expert customers, and Azure Managed Services customers.
* Follow standard procedures for proper escalation of unresolved issues to the appropriate internal teams.
* Able to manage and prioritize Open and Unresolved Azure tickets liaising with all 3rd parties.
* Troubleshoot and resolve complex incidents and service requests that have been escalated from 1st and 2nd line support teams. Analyse and diagnose issues related to Azure infrastructure and services.
* Maintain up-to-date documentation on Azure configurations, incident resolutions, and standard operating procedures.
* Following standard procedures for proper escalation of unresolved issues to the appropriate internal teams.
* Work closely with other IT teams and stakeholders to ensure smooth operations and integration of Azure services. Collaborate with Microsoft Azure support for escalated issues that require vendor intervention.
* Stay current with Azure updates, new features, and industry best practices. Participate in continuous improvement initiatives to enhance support processes and service delivery.
QUALIFICATIONS, EXPERIENCE, & SKILLS:
Professional Experience
* Microsoft Azure Fundamentals (AZ-900) - ESSENTIAL
* Microsoft Azure Administrator Associate (AZ-104) - ESSENTIAL
* Microsoft Data Fundamentals (DP-900) - ESSENTIAL
* Microsoft Azure Security Engineer (AZ-500) - ESSENTIAL
* Microsoft Azure Network Engineer Associate (AZ-700) - ESSENTIAL
* Microsoft Azure Developer Associate (AZ-204) - DESIRABLE
* Micro Microsoft Cybersecurity Architect (SC-100) - DESIRABLE
Other Requirements
* 6+ years working in a Technical Support team dealing with Microsoft Cloud services. - ESSENTIAL
* Knowledge of Microsoft Azure services, including but not limited to Azure Virtual Machines, Azure Entra, Azure Networking (Vnets, VPNs, ExpressRoute), Azure Storage, Azure SQL Database, Azure App Services, and Azure Kubernetes Service (AKS). - - ESSENTIAL
* Understanding of Azure networking concepts, including Virtual Networks, Network Security Groups, Azure Load Balancer, Azure Application Gateway, and Azure Firewall. - - ESSENTIAL
* Ability to advise clients of Azure Solutions that would meet requirements - - ESSENTIAL
* Ability to troubleshoot and resolve complex networking issues and understand connectivity between on-premises environments and Azure. - - ESSENTIAL
* Knowledge of Azure security features such as Azure Security Centre, Azure Key Vault, Azure Policy, and role-based access control (RBAC). - - ESSENTIAL
* Expertise in implementing and managing Azure Backup and Azure Site Recovery solutions. - - ESSENTIAL
* Strong communication skills to effectively interact with customers, gather requirements, and provide technical guidance. - ESSENTIAL
* Experience in working in a Microsoft Partner Centre and Lighthouse - ESSENTIAL
* Knowledge of Azure Entra, Azure Information Protection, Information Rights Management, single sign-on and multi-factor authentication and related technologies (including Microsoft Enterprise Mobility + Security) - ESSENTIAL
* Ability to create detailed technical documentation, including incident reports, troubleshooting guides, and knowledge base articles. - ESSENTIAL
* Previous experience automation manual tasks using ARM templates & JSON - ESSENTIAL
* Knowledge on Hyper-V, VMware and On-prem servers - ESSENTIAL
* Good understanding of Microsoft 365 Admin Portal and O365 Services - DESIRABLE
* Previous experience being part of a team dealing with Out of Hours requests - DESIRABLE
CORE COMPETENCIES & SKILLS
* 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.
* Excellent 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.