Cloud and Infra Support Engineer
ProArch
full-time
Posted on:
Location Type: Remote
Location: Remote • 🇮🇳 India
Visit company websiteJob Level
Mid-LevelSenior
Tech Stack
AzureCloudDNSFirewallsITSMVMware
About the role
- We are seeking a tenured IT Support professional to join our newly formed Global Support Center as a Cloud & Infra Engineer.
- This team serves as an escalation point for our India-based operations and provides after-hours support for our US-based team.
- We’re looking for someone with strong expertise in cloud support—specifically Microsoft Azure and O365—along with solid Windows Server and infrastructure administration skills.
- Effective communication, structured troubleshooting, and the ability to manage complex issues efficiently are essential, as is a willingness to work in rotational 24/7 shifts.
Requirements
- Provide first and second-level IT support via phone, email, chat, and remote access; log, track, and update incidents and service requests in the ITSM tool with accurate documentation and timely updates.
- Monitor, manage, and maintain server operations across multiple environments, responding to alerts related to outages, performance degradation, and capacity issues.
- Administer and support Windows Server environments, including Active Directory, DNS, DHCP, Group Policy, file/print services, and overall server health.
- Manage server hardware and platform-level components, including NAS storage, RAID health, disk failures, capacity planning, and out-of-band management using iLO/DRAC.
- Analyze and troubleshoot complex issues across hardware, software, servers, networking, virtualization, and security domains.
- Assist with implementation, administration, and support of cloud solutions such as Microsoft Azure, Microsoft 365, and Azure Virtual Desktop (AVD).
- Manage endpoint deployment and administration using Intune, Group Policy, MDM/MAM, and other endpoint management tools.
- Perform server patching and update management, including Windows updates, firmware upgrades, scheduled maintenance windows, and compliance activities.
- Execute regular data backups, restores, and validation while maintaining infrastructure security involving firewalls, switches, wireless networks, and VPN connectivity.
- Follow up to ensure SLA adherence, escalate high-impact issues as needed, collaborate with internal teams and vendors, update knowledge base documentation, participate in projects, and actively pursue continuous learning.
- **Essential Skills:**
- Experience: Minimum of 5 years in an IT Service Desk, Cloud Support, or Infrastructure Administration role, preferably within an MSP environment supporting multiple customers.
- Cloud Support Expertise: Strong proficiency in Microsoft Azure and Microsoft 365, with relevant certifications such as MS-900, AZ-900, MS-102 (or equivalent).
- Infrastructure Management: Hands-on experience with Microsoft Entra ID (Azure AD), Windows Server administration, Hyper-V/VMware, and core networking, including firewalls, switches, and VPNs.
- Server & Platform Maintenance: Proven ability to manage server operations, including patching, performance monitoring, alert remediation, and issue resolution across on-prem and cloud environments.
- Endpoint & Device Management: Experience with Microsoft Intune, including MDM/MAM policies, device compliance, application deployment, and remote device administration.
- Remote Access & Virtualization: Practical experience with Remote Desktop Services (RDS) and Azure Virtual Desktop (AVD) supporting distributed users.
- Hardware, Storage & Technical Proficiency: Working knowledge of on-prem infrastructure components, including servers and NAS/storage, with a strong understanding of cloud and on-prem IT systems and best practices.
- Communication, Problem-Solving & Customer Focus: Excellent communication skills, strong analytical and troubleshooting abilities, and a professional, customer-focused approach with clear ownership and accountability.
- **Preferred Skills:**
- Networking: Familiarity with Cisco and Barracuda networking and security devices, along with strong network troubleshooting capabilities.
- Server Management Tools: Experience with out-of-band management tools such as iLO and DRAC for server diagnostics and recovery.
- Database Exposure: Basic experience working with databases, including running queries for troubleshooting or reporting.
- Backup & Recovery: Familiarity with enterprise backup solutions such as Veeam and cloud-based backup platforms.
- Project Involvement: Experience participating in or supporting IT infrastructure and cloud projects.
- Certifications & Training: Additional Microsoft certifications such as AZ-800/801 or hands-on experience in Microsoft Cloud environments are a strong plus.
- Additional Tools: Knowledge of VMware, Nerdio, Microsoft 365 management tools, and Cove Data, Veeam backup and solutions.
Benefits
- Health Insurance
- Work life Balance
- Remote
- Growth Opportunity
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
Microsoft AzureMicrosoft 365Windows ServerActive DirectoryDNSDHCPGroup PolicyHyper-VVMwareRemote Desktop Services
Soft skills
effective communicationstructured troubleshootingproblem-solvingcustomer focusanalytical abilitiesownershipaccountability
Certifications
MS-900AZ-900MS-102AZ-800AZ-801