Job Description
Serve as the primary on-site technical resource supporting users within an Azure-based cloud environment. Troubleshoot and resolve issues related to cloud-hosted applications, virtual desktops, and user access while providing excellent customer service. Manage and document support requests through Jira or a similar ticketing platform, ensuring accurate tracking and timely resolution. Perform issue triage and coordinate escalations to engineering, platform, DevOps, SRE, and development teams when deeper technical support is required. Support Tier 4 troubleshooting activities for cloud platform issues while working closely with teams responsible for lower-tier support. Administer and maintain Azure Virtual Desktop (AVD) and other VDI technologies, including virtual machine troubleshooting, image creation, deployment, and patching. Build and maintain virtual machine images across Windows and Linux environments. Utilize configuration management tools such as Salt, Ansible, Chef, or Puppet to automate software deployment and system administration tasks. Monitor system health and performance, identify recurring issues, and contribute to long-term operational improvements. Support planned maintenance activities and communicate service impacts to end users when necessary. Create and maintain support documentation, knowledge base articles, and standard operating procedures. Route tickets to the appropriate technical teams when required and help ensure service-level agreement (SLA) compliance. Collaborate with cloud providers and internal technical teams to resolve infrastructure and application-related issues.
Skills and Requirements
Active TS/SCI security clearance. Bachelor's degree in Computer Science, Information Technology, or a related field (or equivalent professional experience). Microsoft Azure Administrator Certification (AZ-104). 3+ years of experience in technical support, systems administration, help desk, or IT operations environments. Experience supporting Microsoft Azure cloud environments and cloud-hosted applications. Hands-on experience with Virtual Desktop Infrastructure (VDI), preferably Azure Virtual Desktop (AVD). Experience supporting and troubleshooting Windows and Linux operating systems. Experience with configuration management tools such as Salt, Ansible, Chef, or Puppet. Experience using Jira, ServiceNow, or similar ticketing and incident management platforms. Strong troubleshooting, analytical, and problem-solving skills. Ability to work independently in a customer-facing environment with minimal on-site supervision. Excellent written and verbal communication skills. Experience administering Jira, Confluence, and GitLab environments, including backup and recovery activities. Experience building, deploying, and maintaining virtual machine images. Familiarity with cloud operations, DevOps, or Site Reliability Engineering (SRE) practices. Experience supporting government or defense-related cloud environments. Experience operating in environments with strict SLA and response time requirements.
We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal employment opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment without regard to race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request to HR@insightglobal.com.