Cloud and Infra Support Engineer – L1/L2

This is a fully remote position, open to applicants in India.

📋 Description

• Deliver first and second-level IT support through phone, email, chat, and remote access; accurately log, track, and update incidents and service requests in the ITSM tool with timely documentation and updates.

• Oversee, manage, and sustain server operations across various environments, addressing alerts related to outages, performance issues, and capacity challenges.

• Administer and provide support for Windows Server environments, encompassing Active Directory, DNS, DHCP, Group Policy, file/print services, and overall server health.

• Manage server hardware and platform-level components, such as NAS storage, RAID health, disk failures, capacity planning, and out-of-band management using iLO/DRAC.

• Analyze and troubleshoot intricate issues across hardware, software, servers, networking, virtualization, and security domains.

• Assist with the implementation, administration, and support of cloud solutions like Microsoft Azure, Microsoft 365, and Azure Virtual Desktop (AVD).

• Oversee endpoint deployment and administration through Intune, Group Policy, MDM/MAM, and other endpoint management tools.

• Conduct server patching and update management, including Windows updates, firmware upgrades, scheduled maintenance windows, and compliance activities.

• Execute regular data backups, restores, and validation while ensuring infrastructure security, including firewalls, switches, wireless networks, and VPN connectivity.

• Follow up to ensure adherence to SLAs, escalate high-impact issues as necessary, collaborate with internal teams and vendors, update knowledge base documentation, engage in projects, and actively pursue continuous learning.

⛳️ Requirements

• Experience: At least 4 years in an IT Service Desk, Cloud Support, or Infrastructure Administration role, ideally within an MSP environment serving multiple customers.

• Cloud Support Expertise: Strong expertise in Microsoft Azure and Microsoft 365, with relevant certifications such as MS-900, AZ-900, MS-102 (or equivalent).

• Infrastructure Management: Practical experience with Microsoft Entra ID (Azure AD), Windows Server administration, Hyper-V/VMware, and fundamental networking, including firewalls, switches, and VPNs.

• Server & Platform Maintenance: Demonstrated ability to manage server operations, including patching, performance monitoring, alert remediation, and issue resolution across both on-prem and cloud environments.

• Endpoint & Device Management: Experience with Microsoft Intune, covering MDM/MAM policies, device compliance, application deployment, and remote device administration.

• Remote Access & Virtualization: Hands-on experience with Remote Desktop Services (RDS) and Azure Virtual Desktop (AVD) to support distributed users.

• Hardware, Storage & Technical Proficiency: Familiarity with on-prem infrastructure components, including servers and NAS/storage, along with a solid understanding of cloud and on-prem IT systems and best practices.

• Communication, Problem-Solving & Customer Focus: Exceptional communication skills, robust analytical and troubleshooting capabilities, and a professional, customer-oriented approach with clear ownership and accountability.

🏝️ Benefits

• Comprehensive health benefits package.

• Opportunities for professional development and continuous learning.

• Flexible work arrangements and a supportive work environment.