CLSS L2 Support - Azure cloud and MS SQL

We are currently seeking a CLSS L2 Support - Azure cloud and MS SQL to join our team in Gilbert, Arizona (US-AZ), United States (US).

• Monitoring & Alerts
  • Review and respond to alerts from Azure Monitor, Log Analytics, and other monitoring tools.
  • Investigate resource utilization (CPU, RAM, storage, network).
  • Identify recurring incidents and suggest automation.
• Incident & Request Handling
  • Work on tickets escalated from L1 / tech Support.
  • Perform root cause analysis and create knowledge base articles for recurring issues.
  • Escalate complex infra/app issues to L3 or vendor support if needed.
• Maintenance & Patching
  • Schedule and monitor patch deployments for VMs/resources.
  • Validate post-patch system health.
• Database Monitoring & Health Checks
  • Monitor SQL server jobs, error logs, blocking sessions, deadlocks.
  • Track database growth, free space, and index fragmentation.
  • Review backup job success/failures.
• Incident Handling (continuation of Incident & Request Handling)
  • Resolve tickets related to query timeouts / performance slowness.
  • User access/permissions issues.
  • Database connectivity errors.
  • Escalate high‑severity DB corruption or complex performance tuning issues to L3/DBA.
• Backup & Restore Support
  • Verify daily backups (full, differential, log).
  • Perform restore requests for developers/test environments.
• Maintenance Tasks (continuation of Maintenance & Patching)
  • Run index and statistics updates (scheduled jobs).
  • Apply minor patches/hotfixes under DBA guidance.
  • Validate SQL Agent jobs are running successfully.
• Request Fulfillment (continuation of Incident & Request Handling)
  • Creating new databases (with standard templates).
  • Providing database exports/imports.
  • Running approved scripts.
• Documentation & Reporting
  • Update incident resolution steps in knowledge base.
  • Share weekly/monthly health reports with management.

• Bachelor's degree in Computer Science, IT, or related field (or equivalent experience).
• 46 years of experience in Microsoft Azure Cloud IT support, preferably cloud or infrastructure.
• 46 years of experience working with SQL Server in support or operations.

• 5+ years of hands on experience on Azure Portal navigation and core services:
  • Virtual Machines (VMs), Storage Accounts, Networking (VNet, NSG, VPN), Azure AD.
• 5+ years of hands on experience with Identity & Access Management (IAM/RBAC).
• Basic knowledge of Azure Monitor, Log Analytics, and Alerts.
• 5+ years of hands on experience handling backups and restore operations in Azure.
• Familiarity with resource provisioning and scaling.
• Understanding of cost management/billing basics.
• 5+ years of hands on experience of SQL Server Management Studio (SSMS).
• Ability to:
  Monitor and troubleshoot SQL Agent jobs;
  Check logs for failures, blocking, and deadlocks;
  Run queries for health checks (sessions, backups, fragmentation).
• Familiarity with backups & restores (full, differential, log).
• Knowledge of user/role management and security.
• Basic performance troubleshooting (identify slow queries, blocking sessions).
• Understanding of indexes, statistics, and maintenance plans.

• Ticketing systems (Service Now, JIRA, Remedy, etc.).
• Knowledge of ITIL processes (Incident, Problem, Change Management).
• Basic understanding of security/compliance in cloud environments.
• Experience with monitoring tools (Kibana/Grafana).

• Strong troubleshooting and analytical skills.
• Good communication skills (able to explain technical issues clearly to non‑technical users).
• Ability to work on shift‑based support (24x7 environments in many orgs).
• Ability to follow standard operating procedures (SOPs).
• Good documentation habits for resolutions.
• Escalation judgment knowing when to push to L3/DBA.
• Problem management mindset not just fixing, but preventing recurrence.
• Strong documentation and ability to create/run knowledge base articles.
• Ability to mentor/help L1 engineers.
• ITIL Foundation certification (good to have).
• Willingness to work in 24x7 / on‑call rotation.