In your role as a Microsoft Cloud Engineer, you will be responsible for providing industry leading Fanatical Support™ to customers on the Microsoft Azure platform. You will work as needed across other teams in the business to provide a seamless customer experience. You are key in providing Fanatical Support to our customers both via tickets and on the phone. You will apply thorough problem-solving techniques to identify the sources of problems then own them through to resolution escalating where needed, while keeping the customer up-to-date on your progress. You will give advice on best practices or potential pitfalls that you identify, and suggest alternatives that may better serve the stability, security and performance of the customer’s solution.
As a team, we are responsible for designing and enabling new ways of delivering managed services to our customers; a petri-dish where disruptive items are cultivated. We take them from being embryonic to a state of maturity while minimising disruption to the mainstream support business. You should be aware of the position of the team on the maturity curve and be comfortable working at times with little guidance. In addition to the “day job”, you will have a passion for building and maturing processes as well as using automation to accomplish tasks in the most efficient manner.
This role is an amazing opportunity to join a small, highly focused team building upon something entirely new to Rackspace; be the person who writes the book on how to do it on Azure.
Delivering Fanatical Support to our customers requires a strong mix of technical and interpersonal skills; from a technical standpoint, you will need to be able to support Microsoft Azure in addition to either Windows or Linux. You will also need to have first-rate customer service skills and be able to integrate into and contribute to a high performing team.
You will have a strong technical support background (minimum 12 months) gained supporting at least one Public Cloud (Azure, AWS, OpenStack). You will either have direct Azure support experience or have passed/working toward one of the Microsoft Azure MCP exams (70-532, 70-533, 70-535). You will also need to have either Windows or Linux operating system support experience along with a good understanding of key networking technologies. Lastly, all applicants with experience using PowerShell for administration is beneficial.
It is desirable to have an operating system certification such as an MCP\MCSA or an RHCSA as well as an understanding of automation toolsets such as PowerShell DSC, Chef or Puppet.
In addition to the technical skills outlined above, you will need to have strong communication skills enabling you to work with customers on the phone and through ticket updates, providing clear technical guidance and carefully managing customer expectations. You will need to have a meticulous attention to detail; documenting all work to a high standard enabling other engineers to pick up the issue later. As a member of a high performing team, you will know when to escalate issues and when to own through to resolution. You will be able to challenge both colleagues and mangers in a professional manner in order to identify areas for improving our overall performance. You will know how to influence those around you in order to make the changes needed to raise the bar on our tools, processes and automation. Finally, you will have a strong curiosity and willingness to learn in order to keep up with the high pace of change in the industry.
As a Level I engineer in the team, you are the front line for all incoming issues either via phone or in the queue. You will aim to resolve as many issues as possible when you first touch them, escalating anything you are unable to resolve. The L1 layer in the team is responsible for catching incoming alerts in a timely manner and ensuring that Rackspace meet their “first touch” commitment to customers.
KEY ACCOUNTABILITIES & PERFORMANCE INDICATORS
Deliver Fanatical Support on the Microsoft Azure platform.
Respond to customer support requests via both the ticket and phone systems within our SLA commitments.
Troubleshoot outages or degradations in customer environments.
Carry out administrative tasks such as patching and backup.
Drive strong customer satisfaction (measured through the Net Promoter Score system)
Own issues on behalf of customers, escalating inside the team or working in collaboration with other teams where needed.