Azure Support Engineer

Azure Support Engineer 
This position is 100% REMOTE 

Purpose

The primary objective of the Helpdesk is to provide ongoing support and assistance to customers for any product related issues.
The 3rd line Support Engineer is an important part of the Helpdesk team, providing customer software support for DEMS related issues, undertaking analysis and diagnosis, and implementing solutions within agreed timeframes. This role requires excellent customer service skills and advanced technical knowledge and experience, as well as a passion for emerging technologies and the drive to ensure the Helpdesk achieves its primary objective.
Your Responsibilities and Tasks DEMS/Software Support

• Act as the escalation point of contact for all reported issues or queries (via telephone or email) relating to DEMS.
• Receiving, logging, and tracking all DEMS/software cases and communicating the statresolution to the customer for escalated Software issues.
• Troubleshooting and resolving complex DEMS related issues.
• Escalating unresolved calls to the product engineering and development team providing full documentation and explanation of the issue, to enable them to provide a suitable fix or patch relating to the issue.
• Maintaining a high degree of customer service, ensuring calls are logged, issues updated and calls closed or escalated as required, in a timely fashion and in line with service level agreements.
• Provide training and rollout support on DEMS internally and externally as required.
• Arranging for additional technical support where problems cannot be resolved within the support team. Act as escalation point of contact for third party suppliers (such as Microsoft)
• Escalating cases where necessary.
• Updating documents with the customer requirements for a successful rollout of DEMS and Body Worn Camera solution.
• Providing remote and where necessary on-site installation and upgrade of DEMS systems to the customer.
• Providing set up and monitoring of cloud-based systems / servers / Web apps to ensure uptime for end customers is achieved.
• Providing out of hours support on a rotating basis with other members of the support team for designated enhanced customer support level.

DEMS/360 Cloud

• Azure App Service : Experience in designing, deploying, and managing Azure App Services to host web applications, APIs, and microservices.
• Azure Blob Storage : Proficiency in integrating and managing Blob Storage with App Services for scalable, secure data storage and retrieval.
• SQL Database Management : Strong experience in working with Azure SQL Database, including configuring connections, optimizing queries, and ensuring seamless integration with App Services.
• App Service Deployment & Configuration : Knowledge of deployment processes, CI/CD pipelines, and configuring Azure App Services with proper scaling, performance, and security settings.
• Azure Storage Integration : Experience in integrating Azure Storage accounts (Blob, Queue, Table) with App Services for application data management, logging, and messaging.
• Azure Networking and Security : Familiarity with networking options like VNET Integration, Private Endpoints, and setting up secure communication between Azure App Services, SQL Database, and Storage.

Your Qualifications, Technical Skills and Experience Qualifications
Degree in Computer science, IT or related field
Essential

• Infrastructure Management : Cloud and on-premises environments.
• Azure App Service : Deployment, management, troubleshooting.
• Azure Blob Storage : Data management, secure access.
• SQL Database Management : Azure SQL, on-premises SQL.
• Azure Active Directory (AD) : Identity management, hybrid integration.
• Azure Entra : Identity governance, access policies.
• Security & Compliance : Identity protection, data encryption.
• Enterprise Integration : Hybrid cloud and on-prem systems. Desireable
• Microsoft : AZ900, AZ104.

Your Personal Skills and Attributes

• Reliable self-starter that is service driven that enjoys getting the job done.
• Can think through problems, troubleshoot in a methodical manner and escalate as required.
• Can undertake small/medium projects.
• Has a good understanding of IT security.
• Likes to build resilient solutions.
• Is always open to learn new skills and adding value.
• Has good documentation and communications skills.
• Ability to work out of hours if required