Infrastructure Analyst - Tech Support

IntroductionAt Avanade, we believe technology is the driving force behind digital transformation and innovation. As an Infrastructure Analyst, you will play a key role in ensuring stable, secure, and efficient environments that support our clients' strategic projects. This position is essential to delivering solutions that connect people, processes, and technology, creating real business value.Learn more about some of our benefits:Meal or food vouchers;Multi-benefit Card up to Senior Consultant;Medical and dental insurance;Certifications and training;Life Insurance;Private Pension;Avababy: pregnancy monitoring and kit for new Avanade fathers and mothers;Participation in the company's results;Wellhub;Daycare Assistance;Career Advisor - Career mentoring;Birthday Off policy on your birthday and children up to 12 years old;Wellness Sessions;For managerial function or higher - Corporate vehicle, parking and fuel assistance.Key Responsibilities:Team Alignment & DevelopmentEngineer Alignment: Ensure that support engineers are aligned with business goals and customer expectations to foster a cohesive, high-performing team.Readiness Planning: Develop tailored plans to upskill team members, closing technical and soft skill gaps, and driving continuous learning.Mentorship & Guidance: Act as a mentor, guiding engineers on technical challenges, case management, and best practices, promoting a collaborative and growth-oriented environment.Escalation Management: Serve as the primary escalation point for complex cases, managing them end-to-end with a high level of expertise and professionalism.Customer Satisfaction & Service ExcellenceService Quality Assurance: Oversee the resolution of highly complex cases, ensuring solutions meet or exceed customer expectations.Proactive Communication: Lead by example, maintaining clear, consistent communication with customers and keeping them informed throughout the process.Feedback Integration: Regularly review customer feedback and implement improvements in service delivery to continuously enhance the customer experience.Process & Compliance AdherenceProcess Leadership: Ensure adherence to company standards and compliance with data handling protocols, setting the standard for case management.Continuous Improvement: Identify areas for process enhancement and work with stakeholders to implement best practices, streamlining operations and boosting support efficiency.Equal Employment Opportunity StatementAll employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by federal, state, or local law.Job candidates will not be obligated to disclose sealed or expunged records of conviction or arrest as part of the hiring process.Avanade is committed to providing veteran employment opportunities to our service men and women.Please read Avanade's Hiring and Privacy Statement for more information on how we process your data during the Recruiting and Hiring process.