Note: The job is a remote job and is open to candidates in USA. TurnPoint is a leading Managed Service Provider pioneering innovative technical solutions that transform how businesses operate. The Senior Azure Cloud Engineer will deliver advanced technical projects, provide remote client support, design and implement Office 365 and Azure infrastructure, manage project workflows, and mentor team members.
Responsibilities
- External: Act as primary liaison between clients and internal technical team
- Internal: Utilise effective communication skills to properly inform and apprise the team of issues
- Language: Walk clients through the problem-solving process in plain language terms, on their tech level
- Ticketing: Ensure proper recording, documentation and closure of all client inquiries using online tools
- Escalation: Serve as a technical resource on assigned tickets, following TurnPoint's escalation process for both receiving and making escalations
- Escalation Quality: Complete full troubleshooting (OneNote, Asana templates, existing client documentation, vendor research, etc.) before escalating. Escalations should include documented troubleshooting and relevant context
- Ownership: Maintain ownership of assigned tickets through final resolution, including tickets requiring escalation
- Communication: When escalating or receiving an escalation, provide full context and a clear summary of actions already taken
- Daily: Conduct review of client monitoring and backups pertaining to tech projects, escalating issues as needed to CTO
- Remote: Perform daily technical client work remotely
- Client Communication: Communicate technical information in clear, non-technical language when working directly with client contacts
- Documentation: Maintain accurate and complete ticket documentation in Zendesk to support internal team collaboration and client communications
- Efficient Project Management: Work efficiently through projects and tasks to ensure deliverables are met in a timely manner while adapting to changing priorities
- Self-Directed Work: Self-assign and manage technical work while maintaining accountability through completion
- SLAs: Close support issues within Service Level Agreements, keeping us on time and budget
- Risk Management: Identify and communicate timeline, resource, or delivery risks early to avoid missed commitments
- Coverage: Maintain assigned shift coverage to support client and business needs
- Quality: Troubleshoot and deliver accurate tech work
- Tools: Effectively utilize online tools: Zendesk, Asana, OneNote and other tools as required
- Physical: Ability to move equipment and lift 50 lbs. as required
- Self-Directed Work: Self-directed continued learning activities including technical certifications as required
- Internal: Record and document tech processes into TurnPoint Tech Manual
- External: Record and document client environments to maintain current client technical documentation
- Self-Directed Documentation: Identify missing documentation, initiate, and complete supplemental documentation where needed
- Continuous Improvement: Identify documentation gaps discovered during troubleshooting and update documentation proactively
- Be an active participant in our standing engineering meeting (3x a week, with varying frequency during busy times)
- Assist with new client onboarding (from the potential new client assessment, TurnPoint Security Package, network and computer replacement projects, licensing migration, on-premises to cloud migrations, etc.)
- Organise daily activities based on the current projects and goals of the organisation
- Monitor projects and oversee all projects (even ones you are not directly responsible for) to ensure deliverables and goals are met
- Work with senior management to revise plans for the team (including resource allocation)
- Ensure that team members have access to the necessary resources (hard and soft resources)
- Work with direct managers to ensure expectations and due dates are being met
- Improve time efficiency and velocity of task completion across the team
- Exemplify and champion superior client communication and service
- Emphasise quality, continuous improvement, and high performance
- Enact and champion company policies
- Balance support ticket threads, task execution, and project work for timely completion
- Function as a customer success escalation resource (particularly in the 8AM – 11AM PT window)
- Adhere to workflow best practices: attention to detail, thoroughness and follow-through
- Mentor and train the tech team, including project management, customer success, best practices, etc
- Obtain and maintain technical certifications as required
- Other duties as assigned
- During your first 90 days, you will set five performance goals (OKRs) in Lattice and, where necessary, work with your manager and the Manager of Service Delivery to define how those goals are measured and tracked
- Successfully manage and complete at least one client project and one client onboarding in the first six months with positive client feedback. There will be a discussion in the first 90 days about what constitutes a completed project and onboarding
Skills
- Home (fixed) internet with an upload speed of at least 20Mbps
- Either an iPhone capable of running the latest version of iOS or an Android device running either the current version of Android or the previous version of Android (versions Android 15 and 16 at this time)
- A mobile data plan with voice, text, and data and hotspot functionality (as a backup to your fixed broadband)
- Ability to move equipment and lift 50 lbs. as required
- Windows 11+
- Windows Server 2022+
- Apple Operating Systems
- Microsoft 365
- Microsoft Azure
- Microsoft Intune & Autopilot
- Microsoft Defender & Sentinel
- Microsoft Azure Virtual Desktop
- Microsoft Lighthouse & GDAP
- Microsoft Fabric
Benefits
- This is a remote position
- Fully Remote
- TurnPoint invests in the growth of its employees, including continuous growth and professional development
Company Overview
Company H1B Sponsorship