Job Description

Description:

POSITION SUMMARY

The Azure Tier 1 Support Analyst will serve as the first line of defense on our growing cloud and security services team for our clients, handling day-to-day support requests related to Microsoft Azure and Security Incidents including inbound ticket processing, triage, and routing, end user support, identity management, initial information gathering, and handling of security related events. This is a hands-on role that combines technical troubleshooting with excellent communication skills and client service.

SPECIFIC JOB RESPONSIBILITIES

• Monitor ticketing system, vet requests thoroughly, and respond to Azure-related support requests per Clearwater’s service standards
• Perform basic triage and troubleshooting for virtual machines, resource availability, and access issues
• Offer outstanding client service and demonstrate excellent communication when working with clients and colleagues
• Escalate complex incidents to Tier 2 or engineering teams with thorough documentation and proper context
• Manage Azure-related user access, roles, and resource permissions
• Maintain accurate records of issues and resolutions in the ticketing system

EXPERIENCE REQUIRED

• 1–3 years of experience supporting Microsoft Azure environments
• Experience with a ticketing system (e.g., ServiceNow, ManageEngine, Zendesk)
• Experience assisting users over the phone to resolve technical issues.

QUALIFICATIONS, SKILLS, & KNOWLEDGE

• Familiarity with Azure Portal and related components and features
• Basic knowledge of identity management (Azure AD, MFA)
• Excellent communication and documentation skills
• Excellent problem-solving skills
• Demonstrated client service and troubleshooting skills; focusing on maintaining a high level of service while performing root cause analysis

• Strong ability to effectively manage multiple tasks simultaneously
• Strong ability to work under pressure and deliver top performance
• Strong listening skills to fully understand what an end user’s needs and/or requests are
• Exceptional ability to work optimally in a fast-paced environment.
• Commitment to C lient Success, L ead with Accountability, Integrity & Collaboration, E xcellence in All That We Do, A dvance Colleague Success, R espect & Transparency) and culture.

PROFESSIONAL DEVELOPMENT EXPECTATIONS

As an Azure Tier 1 Support Analyst, you are expected to proactively engage in continuous learning and professional development to maintain and enhance technical expertise and customer support capabilities. Key expectations include:

• Regularly complete Microsoft Azure training modules, certifications, and other relevant courses to deepen your technical knowledge and maintain awareness of emerging cloud technologies.
• Obtain and maintain relevant Azure certifications, such as the AZ-900 (Azure Fundamentals), AZ-104 (Azure Administrator), or other role-specific certifications as identified by your manager.
• Actively seek feedback on performance and participate in regular training sessions, workshops, and knowledge-sharing activities to enhance troubleshooting skills, customer service excellence, and efficiency.
• Engage collaboratively with peers and mentors, contributing to the team’s knowledge base, sharing insights, and actively participating in internal support communities to promote best practices and solutions.
• Develop an individual professional growth plan in coordination with your supervisor, setting clear career objectives and regularly reviewing your progress toward achieving these goals.

Clearwater is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race; creed; color; religion; national origin; sex; age; disability; sexual orientation; gender identity or expression; genetic predisposition or carrier status; veteran, marital, or citizenship status; or any other status protected by law.

If you require a reasonable accommodation to complete an application, interview or otherwise participate in the recruiting process, please direct your inquiries to a recruiter @ 615-669-8896 or [email protected].

This employer participates in E-Verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S.

If E-Verify cannot confirm that you are authorized to work, this employer is required to give you written instructions and an opportunity to contact Department of Homeland Security (DHS) or Social Security Administration (SSA) so you can begin to resolve the issue before the employer can take any action against you, including terminating your employment.

Employers can only use E-Verify once you have accepted a job offer and completed the form I-9.

For more information on E-Verify, or if you believe that your employer has violated its E-Verify responsibilities, please contact DHS. 888-897-7781

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