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Job Title

Technical Support Engineer – Azure Monitoring and Automation

Department

Professional Services and Solutions

Level

N/A

Location

Amman, Jordan

Role Description

Customer Service and Support
• Do you want to empower every person and every organization on the planet to achieve more?
• Do you want to work in an open and inclusive environment where diverse perspectives are celebrated?
• If you love talking to and learning from customers and are excited about working with brilliant technical minds, we want to talk to you.

In Customer Service and Support, we are focused on how we can empower, help, and advise Microsoft customers. We engage in solving complex problems for customers, we collaborate and share knowledge with each other, and we innovate on solutions to enable our customers to make the most of Microsoft products.

Our team is geographically distributed; we speak many languages, and we come from a variety of cultural backgrounds. We are rapidly expanding, and we are looking for talented people with a passion for solving complex issues and an obsession for customer happiness.

Our culture is built around attributes that drive our every decision and our every action:
• Customer obsession: we exist for and because of the customer. We need people who share that passion and drive to make our customers experiences easy, insightful, and trusted.
• Growth mindset: we value all perspectives and reward individuals that poke at the edges of what they know to be true. We are seeking people who think differently and are biased toward action to accomplish great things.
• Diverse and inclusive: we enable people who bring a contemporary view to shape our internal teams and encourage all to feel included.
• One Microsoft: we collaborate and value the work of others, combining their learnings with our own to make a better outcome for our customers.
• Making a difference: we drive impact by looking for ways to continually improve our day-to-day responsibilities and the connections between our work and others.


This role provides technical support in Azure Monitoring and Automation Space to Microsoft customers, partners, internal staff, and/or others on critical issues experienced with Microsoft technologies.
A support engineer is responsible for providing quality support for Azure monitoring and automation with a high degree of customer happiness and providing responsive and reliable technical solutions and information to Microsoft customers.
Azure monitoring includes
• Azure Automation
• Azure Log Analytics
• Azure Monitor Alerts

  • Azure Application Insight

Required Skills

Positively represent Microsoft and communicate with corporate customers via telephone, email, and Teams in order to find solutions for technical problems identified in Microsoft products.
As a member of a team, pursue technical problems in the enterprise space, involving broad and in-depth product knowledge by using collaboration and receiving mentoring assistance as needed. Frequently, these problems are politically charged situations as well, requiring the highest level of customer service.
Responsible for managing the relationship with these customers and thoroughly documenting their cases.
Participate in case-triage meetings to share knowledge with other engineers and develop efficient customer solutions.
Consistently share best practices. Write technical articles and blogs to guide other team members and customers.


What to Expect?
• Work is office-based, but occasionally there is the need to travel to attend meetings. 
• Collaborating with colleagues across teams, time zones, and technologies; working closely with brilliant support engineers, product groups, and progressive customers
• We work with a diverse range of customers, from small dev shops and independent software vendors (ISVs) to blue-chip organizations.
• Resolving customer technical problems
• Opportunity for personal growth

Qualifications & Certificates

Required Skills: Strong knowledge of Windows OS, client/server knowledge, understanding of cloud services, Azure, Azure Active Directory, PowerShell, TCP/IP, and HTTP.
• Preferred: Strong Linux OS Knowledge, Windows Update/Patching
• Good communication skills (speech and written English)
Additional languages are a plus.
• Excellent customer service skills and a customer-focused attitude
• Four or more years’ experience in systems deployment/admin, network operations, software support, or IT consulting

  • Experience in one or more of the following Azure Monitoring businesses is a plus:
  • Azure Automation
  • Azure Log Analytics
  • Azure Monitor Alerts and Metrics
  • Azure Application Insight
  • Experaince in one or more of these areas is desirable:
  • Web app development in C# or Java programming
  • NET/MVC application development or support
  • Container solutions such as Docker or Kubernetes
  • Automating operating system tasks through the use of Powershell, Python, or a similar scripting language

 

Required

  • Windows or Linux Event Logs/Syslogs
  • Windows or Linux performance analysis using built-in performance counters
  • Windows or Linux Patch and Security Update Management
  • Network connectivity for both private and public networks

The ability to meet Microsoft, customer, and/or government security screening requirements is required for this role. These requirements include, but are not limited to, the following specialized security screenings: Microsoft Cloud Background Check: This position will be required to pass the Microsoft Cloud Background Check upon hire or transfer and every two years thereafter.