Senior Azure Cloud Engineer - TurnPoint Technology (India)

Senior Azure Cloud Engineer Reports to Aaron Marks Overview At TurnPoint, a leading Managed Service Provider (MSP), we are pioneering innovative technical solutions that are transforming the ways businesses operate. We are looking for an energetic, detail-oriented, and dedicated System Engineer to join our dynamic team and help us push the boundaries of what's possible. In this unique and rewarding role, you will drive the successful delivery of advanced technical projects, from robust desktop support escalations to the design and implementation of infrastructure within Office 365 and Azure. Every day will offer new challenges as you navigate complex projects, managing both your own tasks and those of your team members. Your technical expertise will be crucial in providing top-tier support for our diverse clients, ensuring smooth project progression, and escalating technical issues when necessary. You will have the autonomy to solve complex problems while also collaborating closely with our team to deliver world-class solutions. At the same time, you will be a steward of efficiency, monitoring your workflow to ensure tasks are moving forward and contributing to the growth of our internal documentation. Your efforts will be instrumental in continuously improving our service quality and in driving the success of our clients. This is a remote position - Job Title : Senior Azure Cloud Engineer - Shift Timings : 8 AM to 5 PM, Pacific Time (U.S). - Location : Fully Remote Required Infrastructure : This is a work from home role, and we require employees to have the following (at their expense) - 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). Key Technologies Experience Preferred - 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 Key Responsibilities - Technical: 40% - Project Management: 50% - Leadership: 8% - Special Requirements: 2% Technical Responsibilities: 40% May Vary According to Business Needs Customer Service & Communication - 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. Client Support - 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. Efficiency and Timeliness - 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. Tech Tools & Skills - 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. Technical Documentation - 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. Project Management Responsibilities: 50% - 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. Leadership Responsibilities: 8% - 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. Special Position Requirements: 2% - Obtain and maintain technical certifications as required. - Other duties as assigned. Initial Performance Goals - During your first 90 days, you will set five performance goals (OKRs) in Rippling 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. Summary At TurnPoint, you'll be part of a team that values collaboration, innovation, and diverse perspectives. We believe in continuous learning and invest in the growth of our employees, including continuous growth and professional development. Equal Opportunity TurnPoint is proud to be an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We encourage applications from individuals of all backgrounds and experiences. Salary Range Competitive salary commensurate with experience. The salary range for this role starts at INR 5,500,00. Application Process As part of our recruitment process, shortlisted candidates will be invited to complete a one-way video interview. This format allows you to record answers to a few pre-set questions at your convenience, using your phone or computer. This step will enable us to understand you beyond your resume and is therefore a vital part of our selection process. You’ll receive detailed instructions and a link to complete this process. No live interaction is required, and you can complete it within the given deadline. If you’re unfamiliar with one-way interviews, don’t worry; we’ll guide you through it: SparkHire-Intro.mp4 Please keep an eye on your inbox; sometimes emails from us or our interview platform may land in your spam or junk folder. We wouldn’t want you to miss any important communication from us, especially during this key step in the process. 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