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Azure- Cloud Support

Azure- Cloud Support

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The Level II Service Engineer is the escalation support for customer IT environments relating to Microsoft Azure. While providing the highest level of customer service, the Service Engineer will resolve Incidents through the IT Service Management system. The Service Engineer will be responsible to use the Knowledge Base Management tool along with their expertise to resolve escalated Incidents in a timely fashion. The Service Engineer escalates unresolved problem/issues/requests to the vendor support team and the Tier III Azure team within SoftwareONE.


Key Performance Areas

Performance Area





Service Level Management

Ensure availability

Tier 3 response time

A <10 minutes

B ≥10<30 minutes

C ≥30 Minutes


Escalated Incident Resolution

Time to Resolution

A <1 hours

B ≥1<2 hours

C ≥2<4


Quality Management

Ensure customer


% of complaints received after


A – 0%

B – 2%

C – 4%



Support Hours

  • 24x7 - Candidates should be available during this time frame, shifts will rotate.


Roles & Responsibilities:

  • Provide a warm yet professional phone manner with a genuine customer service focus
  • Utilise your in-depth knowledge across the following technologies
    • Azure Active Directory
    • Windows Server
    • Virtual Machines
    • Azure environment administration
  • Utilise your scripting skills across:
    • Microsoft PowerShell
    • Java Script Object Notation (JSON)
  • Other duties as assigned by the Service Manager


General Requirements

  • Knowledge and experience with cloud computing infrastructure such as AWS or Azure
  • An above entry-level to mid-level knowledge and experience must be demonstrated in the following areas:               
    • Security Groups
    • Storage technologies
  • Keenness to grow in a Managed Services Provider
  • Genuine multi-client experience
  • The ability to nurture relationships with customers
  • Friendly presence and helpful attitude; good interpersonal skills and ability to work well with others
  • Excellent oral and written communication skills
  • Excellent problem solving skills; ability to visualise a problem or situation and think abstractly to solve it
  • Ability to handle constantly changing flow of traffic; remain productive during slow times, be able to multitask effectively during busy times, exercise patience and professionalism during stressful situations
  • Ability to work with or without direct supervision



  • 2nd level support experience in support of enterprise level environments
  • Experience working via a Service Desk and an understanding of ITIL processes
  • Maintains and consistently demonstrates a general knowledge of company guidelines, processes, practices and procedures


Knowledge, Skills and Abilities Required

  • A strong desire to develop your Microsoft Azure skills
  • Exceptional interpersonal skills, with a focus on listening and questioning skills
  • Exceptional written and oral English skills




  • 2+ year’s work experience in a IT Service environment
  • Implementing Microsoft Azure Infrastructure Solutions Exam (Exam 70-533)