The role will involve building, maintaining and troubleshooting their rapidly expanding core and client infrastructure. It will also invole operating as a part of a talented team of technologists that demonstrate superb technical competency, delivering mission critical infrastructure and ensuring the highest levels of availability, performance and security.

Duties will include but not be limited to:

Pro-active monitoring of all internal systems and products
Create meaningful knowledge base articles on ticket resolution to enable helpdesk and others to quickly resolve repeat topics
Administration of support desk and collaboration with other support staff
Administration of CRM and other internal systems
Participate in the design of information and operational support systems and processes
Directly participate in the support queue for tickets and/or be an escalation point for peers working at the support desk
Maintain all contractual SLAs
Ensure resolution and RCA's of all assigned support tickets in accordance with customer SLAs
Administer and assist with all general internal IT user support and administration
Monitor and test application performance for potential bottlenecks, identify possible solutions, and work with developers to implement those fixes
Liaise with vendors and other IT personnel for problem resolution
Collaborate with client/partner/vendor development teams for the maintenance of custom-built or client-specific applications
Assist where needed in the product development life cycle

Requirements:

Tertiary qualification in Information Technology eg. BS/MS degree in Computer Science, Engineering or a related subject would be advantageous
Working history with Azure based environments
Minimum of 5 years related experience
Knowledge of cloud technologies, operating systems, databases and integration methodologies
Experience working with Azure specifically for general IT support, user account management, role and rights management and ability to troubleshoot internal IT tickets
Demonstrate general IT experience from networking, desktop support, environment maintenance, policy, and ISO compliance as well as databases
Some development experience or ability to read/interpret code would be an added advantage
Strong aptitude for log reading, Azure reporting and logging management and trend analysis
Proven history with pro-active support and triage. Ability to take a problem ticket, investigate, replicate, resolve or define well enough to assist developers to resolve
Eagerness to constantly learn or become competent on new Technology platforms, internal systems and collaborate on ways to better support the ever-evolving business
Understand that the role requires ownership from logging to resolution of problem and engagement with other team members are for software bugs or escalations

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