Microsoft Cloud Support Specialist L3–Salary Upto $2000

• Overview: Responsible for providing effective Level 3 Azure, O365, network, infrastructure and security support, development, security and deployment of  Microsoft cloud services to all internal and external customers with regards to all Azure and O365 products and services consistent with established quality standards. Be available on-call and provide out of hours support as required. Provide Level 3 escalation support for all entity Azure and O365 issues escalated from Service Desk and Level 2 support teams.
• Provide Level 3 cloud, network, infrastructure and security support within the Global Service Operations team to Service Desk and L2 support teams via online support ticketing system.
• Act as the routine contact point, receiving and handling escalation requests for Level 3 support.
• Respond to a range of Level 3 service requests and incidents for support by providing information to fulfill requests or enable resolution.
• Provide third line investigation and diagnosis and promptly escalate unresolved issues to external vendor support.
• Assist with the development of standards and apply these to track, monitor, report, resolve or escalate issues.
• Contribute to the creation of support documentation.
• Be available on-call and provide out of hours support as required.
• Follow the Standard Operating Procedure to record, resolve and escalate tickets.
• Provide onsite and remote cloud Level 3 technical support as required.
• Use your technical service skills to resolve escalated cloud, network, security and infrastructure incidents and problems.
• Provide a range of Level 3 support services in line with processes which include troubleshooting, providing resolutions, deployment of Microsoft cloud services, etc. with regards to internal products, services, and software applications.
• Follow agreed procedures and registers, categorizing all incidents. Escalate any unresolved cases to external vendor technical support.
• Contributes to the planning and implementation of maintenance and installation work, including building and configuration of Cloud infrastructure, networking, security, infrastructure and service components.
• Configures tools to automate the provisioning, testing and deployment of new and changed Cloud infrastructure, services and microservices
• Gather information to enable incident and problem resolution and promptly allocate to external vendor support incidents as appropriate.
• Identifies operational Cloud, network, infrastructure and security problems and contributes to their resolution, checking that they are managed in accordance with agreed standards and procedure.
• Undertake problem management to identify root cause, provide RCA and raise changes as necessary to resolve problems.
• Maintain records and advise relevant persons of actions taken.
• Create, update and maintain Cloud, network, infrastructure and security system and security documentation.
• Use system management software and tools to collect agreed performance statistics and monitor cloud systems availability and capacity. Carry out agreed cloud, network, infrastructure and security systems and maintenance tasks.
• Identify and resolve issues with cloud services, following agreed procedures.