Job Description

Job Overview
OPT's Enterprise Application Support Engineers (EASE) serve as our frontline technical resources supporting our proprietary software products, via phone, email, chat, or web. EASE's deliver unique value to our business by solving technical issues for both our internal and external customers in a collaborative, proactive and professional manner providing support advice, contributing to product quality and support experience. OPT a leading company in the supply chain industry are seeking Support Engineers with Azure cloud experience supporting OPT's proprietary software tech stack Agora and part of the Business Technology Services Team (BTS). The ideal candidate will have experience in Cloud Platform foundational products leveraging Azure services e.g., Azure policy, AD, Role-Based Access Control, Log Monitor, etc. The Azure Support Engineer will be responsible for ticket troubleshooting, carrying out Impact Analysis, and providing multiple resolution to tier 1 and 2 issues as it relates to problems associated with our proprietary platform Agora.*
Responsibilities and Duties*

• Hands-on experience with building, configuring, and managing Azure environments
• Hands-on experience with data tools and platforms such as Azure, Hadoop, NoSQL, Spark, SQL Server etc.
• You will be part of a team responsible for providing an outstanding technical support experience to our business customers, both internal and external
• From problem identification to full resolution, you will own the E2E issue resolution process for both Tier 1 and Tier 2 issues and manage the customer experience over readily available communication methods (email phone, chat, etc.)
• Collaboration with others within the BTS community to engage subject matter experts, Product Engineering, Product and/or Management
• Provides both technical expertise (either on your own or by involving your colleagues)
• Excellent communicator and a service oriented professional
• Experience with working with global teams across multiple regions
• Flexible Work Hours to include US Time Zones
• Highly analytical individual that can leverage tools to solve issues e.g., trace analysis, source code, and other sophisticated debugging best practices to analyze problems and develop solutions to meet customer needs.
• Resource coordination from other BTS groups as needed to resolve customer issues.
• Manage hot issues by setting customer expectations, devising action plans, and professionally communicating to all parties involved
• Continuous improvement in developing deep expertise in Microsoft Products
• Contribute to advanced technical content creation including Microsoft Knowledge Base articles, samples, whitepapers, and training when required.
• Participate in regular technical triage meetings across the BTS community for knowledge sharing with other BTS members.
• Drive resolution of critical situations and ensure smooth execution through the life of the crisis in adherence to enterprise application support best practices and processes
• Flexible working hours however this position may require you to work a rotational On-Call schedule, evenings, weekends, and holiday shifts as-needed.
• Work in partnership with internal business, external 3rd party technical teams and functional teams as a technology partner in communicating and coordinating delivery of technology services from Business Technology Services (BTS).
• Participate in the Demand Management and Change Management processes.
• Proven ability to motivate in a team-oriented, collaborative environment.

• 3+ years of technical customer support experience or software development experience
• Knowledge of the .NET Framework
• Knowledge of MVC frameworks, particularly ASP
• Knowledge of Azure App Services and Cloud Services is an added advantage
• Working knowledge of Visual Studio, HTML and CSS
• Knowledge of PHP, Node.js, Java, JavaScript and popular frameworks such as WordPress, Joomla and Drupal is a plus
• Direct experience of enterprise solution shaping and Microsoft Azure Cloud deployment architecture development
• Microsoft Azure and its relevant build, deployment, automation, networking, and security technologies in cloud and hybrid environments.
• Understanding of Microsoft Identity and Access Management products such as Azure AD, ADFS, Azure AD Connect, Conditional Access, Azure AD Proxy, SAML and Active Directory Domain Services.
• Experienced in the design and delivery of enterprise-level Highly Available solutions.
• Experience of supporting Azure
• Knowledge of PowerShell, Source Control, ARM templates, JSON, Bash and deployment automation.
• Ability to manage technical challenges and politically sensitive customer situations
• Strong communications skills - excellent spoken and written English communication skills and the ability to present complex technical issues clearly and concisely to a general audience
• Passion for technology, problem solving, and customer supportability
• Ability to discover, recognize and assess alternate solutions to a problem alongside client impact analysis
• Ability to work collaboratively with others in a broad technology field alongside strong Logical, Analytical and Critical though processes.
• Ability to develop and nurture relationships over long distances and remote technologies like Teams
• Ability to deal with ambiguity around technical issues being reported
• Strong communications skills - excellent spoken and written English communication skills and the ability to present complex technical issues clearly and concisely to a general audience
• Ability to develop and nurture relationships over long distances and remote technologies like Teams
• Degree or equivalent in related field, advanced degree preferred; comparable levels of combined education and experience will be considered
• Good understanding of relational databases.
• Analytical thinker and problem solver with the ability to navigate through challenging situations in the most professional manner possible.
• Must be able to work in a dynamic, rapidly changing environment and interact with partners and customers directly.
• Exceptionally self-motivated and directed, with top-notch interpersonal and communication skills.
• Superior analytical, evaluative, and problem-solving abilities
• Positive, organized, and proactive, tenacious with an enthusiasm to support the business