Opportunité de Carrière : Ingénieur Support Azure & Microsoft 365 – Niveau 3/4
Présentation du rôle
World Wide Technology (WWT) propose une opportunité passionnante pour un Ingénieur Support Azure & Microsoft 365 au Costa Rica. Ce poste de niveau senior exige une expertise technique avancée et permet de travailler au sein d’une équipe dynamique, dédiée à la résolution de problèmes complexes pour les clients.
Responsabilités clés
- Résolution de problématiques complexes : Intervenir en tant que point d’escalade final pour les incidents liés à Microsoft Azure et Microsoft 365.
- Gestion de l’incident : Assurer la résolution complète des incidents, effectuer une analyse approfondie des causes profondes et documenter les solutions efficaces.
- Gestion des escalades auprès des fournisseurs : Créer et gérer des cas de support avec Microsoft pour garantir une escalade appropriée des problèmes.
- Support d’infrastructure Azure : Gérer et dépanner les composants d’infrastructure Azure au cours de la résolution des problèmes clients.
- Support Microsoft 365 : Fournir un support avancé pour les services Microsoft 365, en diagnostiquant et résolvant les problèmes au sein des locataires clients.
- Adhésion aux processus ITIL : Appliquer les pratiques ITIL pour assurer la gestion structurée des demandes de support.
- Documentation : Consigner toutes les étapes de dépannage et les conclusions dans le système de ticketing ou la base de connaissances.
- Communication avec les clients : Collaborer avec les clients et les équipes internes pour garantir une satisfaction élevée tout au long du cycle de vie des cas de support.
- Support en dehors des heures normales : Participer à une rotation d’appel pour fournir un support après les heures normales si nécessaire.
Qualifications requises
- Expérience : Plus de 7 ans dans un rôle de support technique axé sur Microsoft Azure et Microsoft 365.
- Expertise Azure : Compétences solides dans l’infrastructure Azure, y compris les machines virtuelles, le stockage et les réseaux virtuels.
- Capacité d’escalade : Expérience prouvée dans la création et la gestion des cas de support avec Microsoft.
- Compétences en dépannage : Aptitude à mener des efforts de dépannage complexes avec précision.
- Travail autonome : Capacité à travailler de manière autonome et à prendre en charge des problèmes complexes.
- Connaissances ITIL : Familiarité avec les meilleures pratiques ITIL.
- Disponibilité : Flexibilité pour participer à une rotation d’appel pour le support après les heures normales.
Qualifications préférées
- Certification : Certification Microsoft Azure Administrator (e.g., AZ-104) ou équivalent.
- Scripting : Compétence en PowerShell pour l’automatisation et le dépannage avancé.
- Expertise Microsoft 365 : Expérience pratique avec l’administration de Microsoft 365.
Avantages offerts
WWT s’engage à offrir à ses employés un ensemble d’avantages compétitifs, notamment :
- Santé et bien-être : Assurance santé, programme d’assistance aux employés, programme de bien-être.
- Avantages financiers : Salaire compétitif, partage des bénéfices, assurance vie et invalidité.
- Congés payés : Congés annuels, congés parentaux, congés de maladie.
- Autres avantages : Programme d’assistance aux employés, programme de réductions et plus encore !
Culture d’entreprise
WWT est un employeur garantissant l’égalité des chances. La société cultive un environnement propice à l’inclusion, à l’innovation et au respect mutuel, faisant de WWT un lieu de travail idéal pour tous. Avec plus de 12 000 employés à travers le monde, WWT a été reconnu 14 années d’affilée par Fortune et Great Place to Work® pour sa culture unique.
Conclusion
Si vous êtes motivé pour faire partie d’une équipe performante et que vous possédez les qualifications mentionnées, postulez dès maintenant pour rejoindre WWT et contribuer à un avenir digital dynamique.
📅 Date de publication de l’offre : Tue, 17 Jun 2025 23:24:08 GMT
🏢 Entreprise : World Wide Technology
📍 Lieu : Costa Rica
💼 Intitulé du poste : Tier 3/4 Azure & Microsoft 365 Support Engineer
💶 Rémunération proposée :
📝 Description du poste : Job Description:Required Qualifications
- Experience: 7+ years of experience in a technical support role focused on Microsoft Azure and Microsoft 365 services.
- Azure Expertise: Strong expertise in Microsoft Azure infrastructure, including hands-on experience with Azure Virtual Machines, Storage, Virtual Networks, VPN, and ExpressRoute.
- Escalation Handling: Proven experience creating, escalating, and managing support cases with Microsoft to drive complex issues to resolution.
- Troubleshooting Skills: Strong problem-solving abilities with a proven ability to lead complex troubleshooting efforts, perform thorough Root Cause Analysis (RCA), and clearly document resolution steps.
- Independent Ownership: Self-motivated and able to work independently with minimal supervision, taking ownership of complex issues and driving them to resolution.
- ITIL Knowledge: Familiarity with ITIL best practices (Incident, Problem, Change Management) and experience integrating these processes into day-to-day support operations.
- On-Call Availability: Flexibility to be part of an on-call rotation for after-hours (and occasional weekend) support when required.
Preferred Qualifications
- Certification: Microsoft Azure Administrator certification (e.g., AZ-104) or equivalent.
- Scripting: Proficiency in PowerShell scripting for automation and advanced troubleshooting tasks.
- Microsoft 365 Expertise: Hands-on experience with Microsoft 365 administration (Exchange Online, SharePoint Online, Teams, etc.).
The well-being of WWT employees is essential. So, when it comes to our benefits package, WWT has one of the best. We offer the following benefits to all full-time employees:
- Health and Wellbeing: Combined Health Insurance (Dental and Vision), Employee Assistance Program, Wellness program
- Financial Benefits: Competitive pay, Profit Sharing, Life and Disability Insurance, Tuition Reimbursement
- Paid Time Off: PTO & Holidays, Parental Leave, Sick Leave, Bereavement
- Additional Perks: Employee Assistance Program, Employee Discount Program and more!
World Wide Technology is an Equal Opportunity Employer. We strive to create an environment where all employees are empowered to succeed based on their skills, performance, and dedication. Our goal is to cultivate a culture of belonging that encourages innovation, collaboration, and respect for all team members, ensuring that WWT remains a great place to work for All!#LIREMOTE#LI-WWTCRRequirements:Why WWT?At World Wide Technology, we work together to make a new world happen. Our important work benefits our clients and partners as much as it does our people and communities across the globe. WWT is dedicated to achieving its mission of creating a profitable growth company that is also a Great Place to Work for All. We achieve this through our world-class culture, generous benefits and by delivering cutting-edge technology solutions for our clients.Founded in 1990, WWT is a global technology solutions provider leading the AI and Digital Revolution. WWT combines the power of strategy, execution and partnership to accelerate digital transformational outcomes for organizations around the globe. Through its Advanced Technology Center, a collaborative ecosystem of the world’s most advanced hardware and software solutions, WWT helps clients and partners conceptualize, test and validate innovative technology solutions for the best business outcomes and then deploys them at scale through its global warehousing, distribution and integration capabilities.With over 12,000 employees across WWT and Softchoice and more than 60 locations around the world, WWT’s culture, built on a set of core values and established leadership philosophies, has been recognized 14 years in a row by Fortune and Great Place to Work® for its unique blend of determination, innovation and creating a great place to work for all.Want to work with highly motivated individuals on high-performance teams? Join WWT today!What is the TD&E Team and why join?We are seeking an experienced Tier 3/4 Azure & Microsoft 365 Support Engineer who can work independently to resolve complex customer issues. In this senior role, candidates will serve as a top-tier escalation point for Azure and M365 service incidents, leading technical support cases from initiation through resolution. Candidate will leverage deep expertise in Azure infrastructure (VMs, Storage, Virtual Networks, VPN, ExpressRoute) and Microsoft 365 services to troubleshoot problems, perform thorough Root Cause Analysis (RCA), and drive issues to closure. The ideal candidate is a self-starter who can take ownership of challenging problems, collaborate with Microsoft Support when necessary, and ensure high customer satisfaction through effective communication and timely solutions.Key Responsibilities
- Resolve Complex Issues: Troubleshoot and resolve complex technical issues across Microsoft Azure and Microsoft 365 environments, working independently as the final escalation point for customer incidents.
- Lead Incident Resolution: Lead end-to-end incident resolution efforts, including performing thorough RCA on major issues and implementing/documenting effective solutions and outcomes.
- Vendor Escalation Management: Create and manage support cases through Microsoft Support as needed, ensuring proper escalation of issues and driving them to timely resolution.
- Azure Infrastructure Support: Manage and troubleshoot Azure infrastructure components (Azure Virtual Machines, Storage accounts, Virtual Networks, VPN gateways, ExpressRoute connectivity) during customer issue resolution.
- Microsoft 365 Support: Provide advanced support for Microsoft 365 services (Exchange Online, SharePoint Online, Teams, etc.), diagnosing and resolving service-related issues in customer tenants.
- ITIL Process Adherence: Adhere to ITIL processes (Incident, Change, and Problem Management) to ensure structured and efficient handling of support requests and changes.
- Documentation: Document all troubleshooting steps, RCA findings, and resolutions in the ticketing system or knowledge base for future reference and team knowledge sharing.
- Customer Communication: Collaborate with customers and internal teams to provide timely updates and ensure high customer satisfaction throughout the support case lifecycle.
- On-Call Support: Participate in an on-call rotation to provide after-hours support for critical incidents as needed, demonstrating flexibility and reliability.
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