Azure Support Engineer

Tier 3 Support Engineer

Purpose

• 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 status/resolution 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 rota basis with other members of the support team for designated enhanced customer support level.

• 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.

• 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.

• 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