Job Description – Microsoft Cloud & Infrastructure Support Engineer
(On-Prem | Microsoft 365 | Azure | ITSM | Security & Compliance)
Experience: 4–6 Years
Employment Type: Full-Time
Location: As per requirement
Work Schedule: Australian Time Business Hours
4:00 AM – 01:00 PM IST
Role Summary
We are seeking a
Microsoft Cloud & Infrastructure Support Engineer with strong hands-on experience in
Microsoft 365, Entra ID (Azure AD), Intune, Azure infrastructure, and
on-premise environments, combined with
excellent communication skills and a
support-first mindset.
This role is
L2-focused, operating in an SLA-driven environment, handling escalations from L1, resolving complex user and infrastructure issues, coordinating with L3 teams, and ensuring operational stability, security, and compliance.
Work Schedule & Coverage
- 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
Role Scope
Responsibilities
- 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
Microsoft 365 & Endpoint Administration
- Administer and support:
- Exchange Online
- SharePoint Online
- OneDrive for Business
- Microsoft Teams
- Manage Entra ID (Azure AD) users, groups, roles, RBAC
- Handle Joiner–Mover–Leaver (JML) processes
- Configure and support:
- MFA
- Conditional Access
- Security & compliance policies
- Intune / MDM support:
- Device enrollment
- Compliance policies
- Endpoint troubleshooting
- Mail flow, retention, and compliance policies
Cloud Infrastructure Support (Azure-Focused)
- Support and manage Azure infrastructure (primary)
- Hands-on with:
- Virtual Machines
- Storage accounts
- VNets, NSGs, VPNs
- 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)
Security, Compliance & ISMS Support
- Implement and maintain infrastructure security best practices
- Support ISO 27001 / ISMS controls and audits
- Maintain ISMS artefacts:
- Asset registers
- Access control records
- Risk treatment evidence
- Assist in internal & external audits
- Collect audit evidence and support remediation
- Support vulnerability remediation activities
- Follow secure configuration baselines
ITSM & ITIL-Aligned Operations
- Work strictly within ITIL best practices
- Handle:
- Incident Management
- Service Requests
- Problem Management
- Change Management
- Use ITSM tools such as:
- AutoTask (preferred)
- ServiceNow / Jira / Zendesk / Freshservice
- Maintain:
- SLAs
- SOPs
- Runbooks
- Knowledge base articles
- Participate in root cause analysis and service improvement initiatives
Communication, Support & Escalation
- Act as primary L2 contact for escalated tickets
- Communicate with end users via:
- Ticketing system
- Microsoft Teams
- Email
- 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
Reporting & Documentation
- Prepare:
- Weekly ticket summaries
- SLA compliance reports
- Incident & problem reports
- Maintain technical documentation and architecture diagrams
- Update SOPs and runbooks as services evolve
- Support audit and compliance reporting requirements
Required Skills & Experience
- 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
Preferred Certifications
- ITIL Foundation or higher
- Microsoft:
- ISO 27001 (Internal Auditor / Lead Implementer – preferred)
- VMware or Cloud Networking certifications
Soft Skills
- 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
