Position Summary:

The Technical Support Engineer III for Infrastructure is responsible for providing technical support and escalation assistance on Microsoft Azure services and other supported vendors to our partners through various communication channels. As part of a close-knit team, they constantly collaborate to provide the best possible support experience to our partners.

Essential Responsibilities:

• Respond promptly and professionally to phone calls, web submissions, and emails from partners seeking technical support and provide basic technical assistance.
• Educate partners on supported technologies, research and diagnose issues, and propose solutions that enable partners to resolve their issues or become more self-sufficient.
• Manages assigned cases by prioritizing based on the severity of issues to adhere to service level objectives. Informs partners of progress and ensures that issues are resolved in a timely and effective manner.
• Collaborates with Pax8 sales organizations to support partners as needed and provides a well-rounded support experience.
• Participates in regular meetings and training sessions to stay up to date on supported technologies and best practices for delivering exceptional technical support.
• Provides guidance and escalation assistance for team members as needed.

Ideal Skills, Experience, and Competencies:

• At least six (6) years of related experience in the technical support field.
• Advanced level of knowledge in Azure Virtual Desktop (e.g., Virtual Machine Scale Sets, Host Pools, FSLogix).
• Advanced level knowledge of Azure services including but not limited to networking, VPN, VM backup, and firewalls.
• Experience with managing Windows Operating Systems in Azure and on-premises.
• Strong ability for problem-solving and analyzing new environments quickly.
• Exceptional written and verbal communication.
• Propensity for learning and ability to learn new technologies quickly.
• Team-driven with a focus on collaboration over individual work.
• Strong technical aptitude.
• Organized with a strong ability for time management.
• Strongly driven for personal and professional growth.
• Driven to grow and learn constantly.
• Ability to build partnerships and work collaboratively with others to meet shared objectives.
• Ability to make sense of complex, high quantity, and sometimes contradictory information to effectively solve problems.
• Ability to actively learn through experimentation when tackling new problems, using both successes and failures as learning fodder.
• Ability to anticipate and adopt innovations in business-building digital and technology applications.

Required Education & Certifications:

• B.A./B.S. in related field or equivalent work experience.
• Industry-specific certifications preferred including but not limited to AZ-104, AZ-140, Microsoft 365 Expert Admin.

Compensation:

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