Support Engineer 2

Service Engineer - Queue Tracker

18 Month Contract

100% Remote - Must be in U.S.

The Queue Tracker Service Engineer will help to manage the case que for the Azure Security Team. This person will be responsible for working with engineers, C-level management, and Customer Relationship Managers to help determine the prior of the inbound case que.


  • Maintaining SLA agreements for new cases
  • Determine severity of cases based on business impact
  • Assign cases to appropriate engineers within the defined SLA
  • Provide accurate responses on severity issues, expired, and misrouted cases
  • Ensure call back expectations are met and not missed for abandoned cases in queue
  • Provide updates to other groups on the status of cases
  • Address issues via all modes of communication (phone, email, chat, etc.)
  • Inform the requestors on when they will be contacted if a callback is missed and coordinate expectations with engineers on callback timeline
  • Ensure cases are moved to engineers with the bandwidth to do the callbacks
  • Inform the engineers on how to get in touch with the teams they would collaborate with to reach a resolution
  • Take an active role in identifying changes that could improve the level of service to our customers
  • Engage managers during high customer impact situations


  • 1+ years administering Windows 2008 and 2012 servers
  • 1+ years experience in Azure Active Directory Services and/or Windows Active Directory (including ADS, Group Policies, FSMO Roles, DNS Zones, Replications, etc.)
  • 1+ years of strong technical troubleshooting and problem solving
  • 3+ years of IT support adhering to strict SLAs
  • Ability to manage critical situations in a timely manner
  • Ability to work high workload situations while prioritizing tasks in real-time
  • Excellent customer service skills and effective learning skills
  • Strong English communication - spoken and written (including technical writing)
  • Passion for technology and customer support

Preferred Qualifications

  • Bachelor's in Computer Science, MIS, Business, or related degree
  • Azure Fundamentals Certification
Salary Range
$56,000.00 - 82,000.00
per Year
Salary range estimated by
Atlanta, GA 30383, US
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