Microsoft Cloud & Infrastructure Support Engineer
On-siteAhmedabad, Gujarat, India
Ahmedabad, Gujarat, IndiaOn-siteFull TimeMedium
Full TimeMedium
Job Summary
Manage escalated incidents and complex user issues across Microsoft 365, Entra ID, Intune, and Azure infrastructure. Administer identity, access, and endpoint management while executing approved changes and monitoring capacity. Support Windows/Linux servers, virtualization, and backup/recovery operations. Collaborate with L3 teams on P2/P3 incidents, conduct root cause analysis, and maintain ITIL-aligned documentation, SOPs, and audit evidence. Act as primary L2 contact for client calls and triage, ensuring SLA compliance and operational stability.
Required Qualifications
- 4–6 years in Infrastructure / Cloud / Support roles
- Strong experience with Windows Server & Active Directory
- Microsoft 365 administration
- Entra ID & Intune
- Azure infrastructure (support level)
- Experience with virtualization (VMware / Hyper-V)
- Backup & DR tools (Veeam, Azure Backup)
- ITSM tools and ITIL workflows
- Exposure to ISO 27001 / ISMS environments
- Scripting basics (PowerShell / Bash)
- Excellent verbal and written communication skills
- Primary support window: 4:00 AM – 01:00 PM IST
- Workdays: India workdays aligned to AUS business hours
- Weekend / holiday coverage: Rotational, based on incident severity
- Advanced troubleshooting and resolution of escalated incidents
- Microsoft 365 administration & support
- Identity, access, and endpoint management
- Approved change execution
- User communication and incident ownership
- Documentation, SOPs, and reporting
- Administer and support Windows & Linux servers
- Manage Active Directory, DNS, DHCP, Group Policies
- File servers, permissions, and access controls
- Patch management, monitoring, and capacity checks
- Virtualization support (VMware / Hyper-V)
- Backup and recovery operations (Veeam / Azure Backup)
- Troubleshoot OS, application, and infrastructure issues
- Administer and support Exchange Online
- Administer and support SharePoint Online
- Administer and support OneDrive for Business
- Administer and support Microsoft Teams
- Manage Entra ID (Azure AD) users, groups, roles, RBAC
- Handle Joiner–Mover–Leaver (JML) processes
- Configure and support MFA
- Configure and support Conditional Access
- Configure and support Security & compliance policies
- Intune / MDM support: Device enrollment
- Intune / MDM support: Compliance policies
- Intune / MDM support: Endpoint troubleshooting
- Mail flow, retention, and compliance policies
- Support and manage Azure infrastructure (primary)
- Hands-on with Virtual Machines
- Hands-on with Storage accounts
- Hands-on with VNets, NSGs, VPNs
- Hands-on with Load balancers
- Support on-prem → cloud migrations (execution & support)
- Monitor performance, availability, and costs
- Execute approved infrastructure changes
- Exposure to ARM / Bicep / Terraform (support & execution level)
- Implement and maintain infrastructure security best practices
- Support ISO 27001 / ISMS controls and audits
- Maintain ISMS artefacts: Asset registers
- Maintain ISMS artefacts: Access control records
- Maintain ISMS artefacts: Risk treatment evidence
- Assist in internal & external audits
- Collect audit evidence and support remediation
- Support vulnerability remediation activities
- Follow secure configuration baselines
- Work strictly within ITIL best practices
- Handle Incident Management
- Handle Service Requests
- Handle Problem Management
- Handle Change Management
- Use ITSM tools such as AutoTask
- Use ITSM tools such as ServiceNow / Jira / Zendesk / Freshservice
- Maintain SLAs
- Maintain SOPs
- Maintain Runbooks
- Maintain Knowledge base articles
- Participate in root cause analysis and service improvement initiatives
- Act as primary L2 contact for escalated tickets
- Communicate with end users via Ticketing system
- Communicate with end users via Microsoft Teams
- Communicate with end users via Email
- Communicate with end users via Phone calls (VoIP provided)
- Provide timely and professional updates aligned with SLAs
- Participate in client calls for incident triage and resolution
- Escalate issues to L3 using defined escalation matrix
- Support P2/P3 incidents independently; assist with P1 incidents
- Prepare Weekly ticket summaries
- Prepare SLA compliance reports
- Prepare Incident & problem reports
- Maintain technical documentation and architecture diagrams
- Update SOPs and runbooks as services evolve
- Support audit and compliance reporting requirements
Desired Qualifications
- ITIL Foundation or higher
- Microsoft: AZ-104
- Microsoft: MS-102
- ISO 27001 (Internal Auditor / Lead Implementer – preferred)
- VMware or Cloud Networking certifications
- Strong customer communication and ownership mindset
- Ability to work in SLA-driven, client-facing environments
- Structured troubleshooting and analytical thinking
- Excellent documentation discipline
- Calm and professional during high-pressure incidents
- Proactive, security-focused approach
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