Position Summary:

The Tech Support Engineer I - 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. They collaborate constantly to provide the best possible support experience to our partners.

Essential Responsibilities:

• Responds promptly and professionally to phone calls, web submissions, and emails from partners seeking technical support and provides basic technical assistance
• Educates partners on supported technologies, research and diagnose issues, and propose solutions that enable partners to resolve their own issues or become more self-sufficient
• Manages assigned cases by prioritizing based on 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

Ideal Skills, Experience, and Competencies:

• At least two (2) years of related experience in the technical support field
• Fundamental level knowledge of Azure Virtual Desktop (Virtual Machine Scale Sets, Host Pools, FSLogix)
• Fundamental level knowledge of Azure services including but not limited to networking, VPN, VM backup, and firewalls
• 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
• 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 actively seek new ways to grow and be challenged using both formal and informal development challenges
• 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 such as Microsoft AZ-900, AZ-104, AZ-140, Nerdio-100

Compensation:

#LI-Remote #LI-AG1 #BI-Remote #DICE-A