Support Engineer
Join us in your quest to get busy living and make a difference. We make sure the people we hire naturally fit into our culture and share our values.
We usually respond within three days
Why Dufrain? We’re a market-leading professional services consultancy delivering Data Engineering, Cloud, Data Strategy & Management and advanced BI & Analytics services to a range of large enterprise clients in data-rich industries.
The Role
Our Support Engineers provide technical support on Microsoft Azure cloud services. The role involves troubleshooting, optimising, and ensuring the smooth operation of cloud-based solutions for our clients.
The ideal candidate has an appetite for continuous learning by staying up to date with the latest trends and developments in data architecture, cloud infrastructure, and visualisation technologies and will demonstrate a technical background in cloud computing, particularly with Azure services, and excellent problem-solving and communication skills.
Responsibilities:
- Ticket Management: Promptly respond to support tickets received via Helpdesk, email, or phone, diagnosing and resolving issues related to Managed Cloud Data Infrastructure, Data Platform, and Visualization services. When necessary, escalate unresolved issues to higher-level support or relevant teams, ensuring that all tickets are resolved within the agreed SLA.
- Proactive Monitoring: Continuously monitor the performance and health of the managed services platforms, identifying and resolving potential issues before they impact customers. Engage in regular system checks and preventive maintenance to optimize platform performance.
- Customer Communication: Provide clear and concise updates to customers regarding the status of their issues, ensuring that all queries and concerns are handled with a high level of professionalism and courtesy. Additionally, gather and document customer feedback to continuously improve service delivery.
- Problem Solving: Apply critical thinking to troubleshoot and resolve issues efficiently, collaborating with team members to solve complex problems and share knowledge. Contribute to continuous improvement initiatives by identifying and addressing areas for process enhancement.
- Documentation: Maintain accurate and detailed records of all support activities and resolutions while creating and updating technical documentation, including troubleshooting guides, FAQs, and knowledge base articles. Ensure that this documentation is easily accessible and understandable by both team members and customers.
- Collaboration and Escalation: Collaborate closely with second-level support, data engineers, and other technical teams to resolve complex issues, escalating problems appropriately and in a timely manner when necessary to ensure minimal disruption to customers.
Platform Specific Duties:
- Managed Cloud Data Infrastructure: Assist in the monitoring, troubleshooting, and optimisation of network performance, backups, and resources. Maintain and support Infrastructure as Code (IaaC) solutions.
- Managed Data Platform: Maintain data pipelines, oversee key rotation processes, handle service requests, and implement access policies.
- Managed Visualisations: Monitor key metrics for platform health, diagnose faults, and manage manual data refresh processes(Power BI).
Essential experience
- Basic understanding of cloud infrastructure, data platforms, and visualisation tools.
- Familiarity with Infrastructure as Code (IaaC) concepts and tools is a plus.
- Strong problem-solving and analytical skills.
- Excellent communication skills, both verbal and written.
- Ability to work independently and as part of a team.
- Customer-centric mindset with a commitment to delivering high-quality support.
Desirable experience
- Microsoft Certifications like AZ-900: Azure Fundamentals and DP-900: Azure Data Fundamentals
- PowerBI Familiarisation
- Prior experience in a support or technical helpdesk role.
What we offer you
You can expect guaranteed investment to your personal development by participating in training and development opportunities to enhance skills relevant to the role. We have a working culture that rewards high performance and nurtures talent, while providing exciting opportunities and challenges to generate positive change for our clients. eager
Benefits
- Competitive base salary
- Annual Performance related bonus
- Hybrid home/onsite/office working
- 25 days annual leave (plus bank and public holidays)
- Birthday day off – celebrate with an extra holiday
- Career pathway programme
- Guaranteed learning and development investment, access to Udemy and your own career coach
- Life insurance
- Private medical health insurance
- Contributory pension
- Health and wellbeing group
What to do next
If you’re passionate about data, and you’re looking to join a leading data and analytics company based in the UK, you could find your dream role at Dufrain. Apply to join us in our quest to get busy living and make a difference.
Once your application has been received a representative from the Dufrain Recruitment team will review your profile and inform you of the next steps.
Please note: The recruitment process will require any candidates that are shortlisted to complete an online technical assessment.
Dufrain offers a diverse, inclusive and engaged culture. A place where people can bring their whole selves to work and be respected for who they are, valued for what they do and celebrated for their contribution to our business and our community.
We are an equal opportunity employer and opposed to discrimination on any grounds. It is the policy of Dufrain to ensure equal employment opportunity without discrimination or harassment on the basis of race, religion, age, sex, sexual orientation, gender identity or expression, marital or domestic/civil partnership status, disability, pregnancy and maternity or any other basis protected by law.
We want to make sure no one is put at a disadvantage during the recruitment process because of a disability, condition or impairment. To assist you with this, we will reduce or remove any barriers where possible and provide additional support where appropriate.
If you need a change to be made so that you can make your application, you should contact one of our Talent Acquisition team members as soon as possible to discuss your needs.
- Department
- Consulting
- Locations
- Edinburgh, Manchester
- Remote status
- Hybrid Remote
Colleagues
Our Vision
To to be the world’s leading pure-play data consultancy, creating pioneering data solutions that give our clients unequalled advantage and set the standard others seek to follow.
To be the home for exceptional talent, enabling extraordinary careers.
Success in enabling clients to be data-driven all depends on our people.
We will nurture and invest in a pioneering culture.
We are committed to enabling our people to expand their knowledge and skills, and provide the resources they need to reach their full potential.
That’s why we have a working culture that rewards high performance and nurtures talent, while providing employees with exciting opportunities and challenges to generate positive change for our clients.
Our comprehensive suite of solutions is tailored to meet our clients needs. Our expertise spans industries such as retail, telecoms, healthcare as well as specialisms in Financial Services such as Banking and Insurance.
#GetBusyLiving
Join us in your quest to get busy living and make a difference. We make sure the people we hire naturally fit into our culture and share our values.
Support Engineer
Join us in your quest to get busy living and make a difference. We make sure the people we hire naturally fit into our culture and share our values.
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