Cloud Support Engineer
Elkridge, MD
U.S. Citizenship Required
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 assigned Microsoft work streams and will require an understanding of core Windows Azure components and tools to diagnose issues.
TS/SCI w/ full scope poly clearance required, as well as CJIS investigation. Must be available to work weekends, holidays, and other shifts if necessary. 8.5-hour shifts starting between 2-4PM EST. Training will take place during the day shift.
Job Description:
- Troubleshoot system issues using diagnostic tools like netmom, windbg, and custom application tools
- Manage reporting and evidence for proper configuration settings within the environment
- Respond to incident tickets in a 24x7 operational environment to meet SLA objectives; including scheduled weekend support
- Perform patching and system updates on cloud servers
- Coordinate the resolution of on-prim systems
- 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
- Candidate will support one of three fixed shifts with occasional scheduled weekend support. Shift hours start assigned by project need. 8.5-hour shift start windows are Swings.
Minimum Qualifications
- Bachelor of Science in Computer Science, or other technical discipline is preferred.
- 2 years operations experience providing application infrastructure support
- 1 year performing system administration support (Windows/Linux)
- Due to federal contract requirements U.S. Citizenship is required
Clearance Requirements
- FSP Clearance Required
- CJIS Investigation
Preferred Skills
- Experience adjudicating security vulnerabilities
- 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