Cloud Support Engineer | PLN

Yempo Solutions

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About The Position

Yempo is hiring a Cloud Support Engineer to provide Level 2/3 technical support for an Australia-based client, a technology partner delivering managed IT, cybersecurity, cloud optimization, and AI-driven solutions. The position supports Microsoft 365, Azure, and on-premises environments across multiple customer environments. Work may be performed from home or the office, and the role is on the night shift.

The engineer troubleshoots and resolves incidents, administers cloud services and infrastructure, maintains documentation, and provides guidance to Service Desk engineers. The role also involves system monitoring and maintenance, vendor coordination, infrastructure projects, and following IT service management and information security processes.

Yempo lists a competitive salary paid weekly, HMO coverage from commencement with additional dependents added each year of service, 20 vacation days and 7 sick days per year, annual performance bonuses and incentives, annual salary reviews and increases, free cooked rice, snacks and hot drinks, and company polo shirts. The posting also describes a bright, cheerful open-plan work environment and professional, friendly coworkers.

Requirements

• Proven Level 2/3 IT support experience, preferably within a Managed Service Provider (MSP).
• Strong technical troubleshooting and problem-solving skills across cloud and on-premises environments.
• Experience supporting medium to large IT infrastructures and multiple customer environments.
• Ability to manage incidents independently, prioritize workloads, and meet service level agreements.
• Knowledge of IT service management, including incident, problem, and change management.
• Excellent customer service, communication, and stakeholder management skills.
• Microsoft Certification in Azure Fundamentals (AZ-900) is essential.
• Microsoft 365 administration and troubleshooting skills.
• Knowledge of Microsoft Azure, Entra ID, and Intune.
• Knowledge of Windows Server, Active Directory, DNS, DHCP, and Group Policy.
• Knowledge of VMware and Hyper-V virtualisation.
• Knowledge of network infrastructure, including LAN, WAN, VPN, VLANs, firewalls, and wireless networks.
• Knowledge of backup, disaster recovery, and infrastructure maintenance.
• Experience with PSA/ITSM tools such as HaloPSA and documentation platforms such as Hudu.
• Strong analytical, troubleshooting, and problem-solving skills.
• Ability to take ownership of technical issues and ensure timely resolution.
• Ability to work independently and collaborate with technical teams.
• Clear communication with customers and internal stakeholders.
• Strong documentation, organisation, and attention to detail.
• Adaptability and initiative in managing different customer environments.

Nice To Haves

• Microsoft Certified: Azure Administrator Associate (AZ-104) certification.
• Microsoft 365 Certified: Endpoint Administrator Associate (MD-102) certification.
• POS support experience, particularly H&L.
• PowerShell scripting and automation experience.

Responsibilities

• Provide Level 2/3 technical support across Microsoft 365, Azure, and on-premises environments.
• Troubleshoot complex technical issues and manage incidents through to resolution.
• Administer Microsoft 365 services, including Exchange Online, Teams, SharePoint, OneDrive, Entra ID, and Intune.
• Manage Windows Server, Active Directory, virtualisation, endpoints, and network infrastructure.
• Support POS systems, including H&L, related hardware, and network connectivity.
• Manage support tickets, service requests, and changes through HaloPSA, maintaining accurate documentation and customer updates.
• Maintain technical documentation and knowledge articles using Hudu.
• Provide technical guidance and escalation support to Service Desk engineers.
• Perform system monitoring, maintenance, patching, and health checks.
• Coordinate with third-party vendors to resolve technical issues.
• Identify recurring issues and recommend improvements to IT systems and service delivery.
• Assist with infrastructure deployments, migrations, and project activities.
• Follow established IT service management and operational processes.
• Comply with the organization's Information Security Management System, including applicable security policies, procedures, standards, and guidelines.

Benefits

• Highly competitive salary paid weekly.
• HMO enrollment on commencement.
• Additional HMO dependents added each year of service.
• 20 vacation days per year and 7 sick days per year.
• Annual performance bonuses and incentives.
• Annual salary reviews and increases.
• Free cooked rice, snacks, and hot drinks.
• Company polo shirts provided.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed