Job Description
Note: The job is a remote job and is open to candidates in USA. TurnPoint is a leading Managed Service Provider (MSP) pioneering innovative technical solutions that transform business operations. They are seeking a Senior Azure Cloud Engineer to drive the successful delivery of advanced technical projects, ensuring smooth project progression and providing top-tier support for diverse clients. Responsibilities • Customer Service & Communication • External: - Act as primary liaison between clients and internal technical team • Internal: Utilize 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 • 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 • Efficiency and Timeliness • Efficient Project Management: Work efficiently through your projects and tasks to ensure that deliverables are met in a timely manner, while also allowing for the unexpected without letting it derail other projects • SLAs: Close support issues within Service Level Agreements – keeping us on time and budget • Tech Tools & Skills • Self-Directed Work: Self-assign tech work • 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-drive 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 • 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.) • Organize daily activities based on the current projects and goals of the organization • 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 • Emphasize 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 ET 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 Skills • Act as primary liaison between clients and internal technical team • Utilize effective communication skills to properly inform and apprise the team of issues • Walk clients through the problem-solving process in plain language terms, on their tech level • Ensure proper recording, documentation and closure of all client inquiries using online tools • Conduct review of client monitoring and backups pertaining to tech projects, escalating issues as needed to CTO • Perform daily technical client work remotely • Work efficiently through your projects and tasks to ensure that deliverables are met in a timely manner, while also allowing for the unexpected without letting it derail other projects • Close support issues within Service Level Agreements – keeping us on time and budget • Self-assign tech work • Troubleshoot and deliver accurate tech work • Effectively utilize online tools: Zendesk, Asana, OneNote and other tools as required • Ability to move equipment and lift 50 lbs. as required • Self-drive continued learning activities including technical certifications as required • Record and document tech processes into TurnPoint Tech Manual • Record and document client environments to maintain current client technical documentation • Identify missing documentation, initiate, and complete supplemental documentation where needed • 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.) • Organize daily activities based on the current projects and goals of the organization • 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 • Emphasize 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 ET 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 • 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 Company Overview • Our company is a boutique IT consulting firm providing high-level IT consulting, outsourced IT management, and help desk services to small- and medium-sized businesses in the greater Seattle area. It was founded in 2000, and is headquartered in Seattle, Washington, USA, with a workforce of 11-50 employees. Its website is Company H1B Sponsorship • TurnPoint has a track record of offering H1B sponsorships, with 2 in 2023, 1 in 2020. Please note that this does not guarantee sponsorship for this specific role. Apply tot his job