Senior system engineer / Azure / Security

• Diagnosing, troubleshooting, and developing new solutions that solve the root cause of customer
problems in tickets elevated from our L1 support team.
• Writing step-by-step processes, technical solutions, and ticket updates to customers using clear and
concise English.
• Learning new products quickly and effectively. When given access to user and developer documentation,
knowledge base articles, source code, and infrastructure be able to develop a layered understanding of
how the product works end-to-end.

◦ Responding to technical support tickets.
◦ Contacting clients to find out the nature of the technical or IT issue.
◦ Linking to clients' computers via remote access.
◦ Installing new hardware, software, and networking systems.
◦ Diagnosing and troubleshooting hardware, networking, and software issues.
◦ Proposing simple and effective solutions.
◦ Providing basic software training.
◦ Completing job reports.

◦ Research and identify solutions to software and hardware issues
◦ Diagnose and troubleshoot technical issues, including account setup and network configuration
◦ Ask customers targeted questions to quickly understand the root of the problem
◦ Track computer system issues through to resolution, within agreed time limits
◦ Talk clients through a series of actions, either via phone, email or chat, until they’ve solved a technical
issue
◦ Properly escalate unresolved issues to appropriate internal teams (e.g. software developers)
◦ Provide prompt and accurate feedback to customers
◦ Refer to internal database or external resources to provide accurate tech solutions
◦ Ensure all issues are properly logged
◦ Prioritize and manage several open issues at one time
◦Follow up with clients to ensure their IT systems are fully functional after troubleshooting
◦ Prepare accurate and timely reports
◦ Document technical knowledge in the form of notes and manuals
◦ Maintain jovial relationships with clients