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