Cloud and Infra Support Engineer- L1/L2

ProArch

About The Position

We are seeking a tenured IT Support professional to join our newly formed Global Support Center as a L2 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 mostly EST hours.

Requirements

Minimum of 4 years in an IT Service Desk, Cloud Support, or Infrastructure Administration role, preferably within an MSP environment supporting multiple customers.
Strong proficiency in Microsoft Azure and Microsoft 365, with relevant certifications such as MS-900, AZ-900, MS-102 (or equivalent).
Hands-on experience with Microsoft Entra ID (Azure AD), Windows Server administration, Hyper-V/VMware, and core networking, including firewalls, switches, and VPNs.
Proven ability to manage server operations, including patching, performance monitoring, alert remediation, and issue resolution across on-prem and cloud environments.
Experience with Microsoft Intune, including MDM/MAM policies, device compliance, application deployment, and remote device administration.
Practical experience with Remote Desktop Services (RDS) and Azure Virtual Desktop (AVD) supporting distributed users.
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.
Excellent communication skills, strong analytical and troubleshooting abilities, and a professional, customer-focused approach with clear ownership and accountability.

Nice To Haves

Familiarity with Cisco and Barracuda networking and security devices, along with strong network troubleshooting capabilities.
Experience with out-of-band management tools such as iLO and DRAC for server diagnostics and recovery.
Basic experience working with databases, including running queries for troubleshooting or reporting.
Familiarity with enterprise backup solutions such as Veeam and cloud-based backup platforms.
Experience participating in or supporting IT infrastructure and cloud projects.
Additional Microsoft certifications such as AZ-800/801 or hands-on experience in Microsoft Cloud environments are a strong plus.
Knowledge of VMware, Nerdio, Microsoft 365 management tools, and Cove Data, Veeam backup and solutions.

Responsibilities

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.