Cloud & Infra – Support Engineer

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

📋 Description

• Serve as an L2/L3 escalation engineer for intricate Windows and server-related issues.

• Deliver second-level IT support to clients through phone, email, chat, and remote access, emphasizing cloud and infrastructure services.

• Manage and support Windows Server environments, including Active Directory, DNS, DHCP, Group Policy, and associated services.

• Employ out-of-band management tools like iLO and DRAC for server diagnostics, recovery, firmware updates, and hardware troubleshooting.

• Collaborate with network teams, demonstrating a solid understanding of Cisco and Barracuda networking/security devices for cross-domain troubleshooting.

• Oversee and maintain enterprise backup and recovery solutions, including Veeam and cloud-based backup platforms.

• Conduct backup validation, restore testing, and disaster recovery activities to satisfy operational and audit requirements.

• Manage endpoint and device administration using Microsoft Intune, encompassing MDM/MAM policies, device compliance, application deployment, and remote support.

• Support remote access and virtualization platforms, including Remote Desktop Services (RDS) and Azure Virtual Desktop (AVD).

• Retain a working knowledge of on-premises hardware and storage systems, including servers, NAS/storage platforms, and related troubleshooting.

• Engage in and support IT infrastructure and cloud projects, including server upgrades, migrations, and platform enhancements.

• Create and maintain server build documents, technical documentation, runbooks, and SOPs.

• Administer and support Active Directory and Microsoft Entra ID (Azure AD), including user/group management, identities, access controls, and hybrid identity integrations.

• Conduct patching, upgrades, performance tuning, and lifecycle management for Windows and server platforms.

• Provide operational support for Microsoft 365 services, including Exchange Online, SharePoint Online, Teams, and core tenant administration.

• Support and maintain Azure Virtual Desktop (AVD) environments, including host pools, session hosts, user access, and performance troubleshooting.

• Participate in major incident bridges (P1/P2) and lead or contribute to root cause analysis (RCA).

• Execute server-related changes in accordance with established change management processes.

• Mentor junior engineers and encourage knowledge sharing and documentation standards within the team.

• Ensure effective ticket management, adhering to defined KPIs and SLAs.

⛳️ Requirements

• Bachelor’s degree in Computer Science, IT, or a related field.

• 5–10 years of practical experience in Windows Server / Infrastructure Administration or related roles.

• Experience in supporting environments within an MSP, NOC, or Global Support Center is strongly preferred.

• Relevant certifications such as AZ-800 / AZ-801, AZ-900, AZ-104.

• Expertise in cloud infrastructure support and Azure AD administration.

• Strong proficiency in Windows Server administration (AD, DNS, DHCP, GPO).

• Experience with server monitoring, diagnostics, and recovery.

• Hands-on experience with out-of-band management tools (iLO, DRAC).

• Familiarity with enterprise backup and recovery solutions (Veeam preferred).

• Basic database exposure, including executing queries for troubleshooting and reporting.

• Working knowledge of Cisco and Barracuda networking/security devices for coordinated troubleshooting.

• Familiarity with ITSM tools, structured incident management, and escalation procedures.

• Active Directory & Entra ID (Azure AD) administration, including identity lifecycle and access management.

• Microsoft 365 administration, encompassing Exchange Online, SharePoint Online, and Teams.

• Azure Virtual Desktop (AVD) configuration, support, and troubleshooting.

• Experience with Azure IaaS, hybrid identity, and cloud-hosted workloads.

• Scripting or automation skills (PowerShell preferred).

• Exposure to infrastructure or cloud migration projects.

• KPI/SLA performance tracking experience.

🏝️ Benefits

• Competitive salary and performance-related bonuses.

• Comprehensive health and wellness benefits.

• Opportunities for professional development and certification.

• Flexible work arrangements.

• Supportive team culture and collaborative environment.