Description:

Join ProArch as a Cloud Support Engineer, where you will play a crucial role in supporting our clients’ cloud infrastructure and services.
You will be involved in diagnosing and resolving issues related to cloud technologies and ensuring seamless integration and operation of cloud applications.
Your responsibilities will include providing L1 and L2 support for clients, troubleshooting MS Azure, M365 products, managing email migrations, and offering guidance on Azure cloud.
You will be a pivotal part of a team dedicated to delivering high-quality tech support and customer service.
Provide expert troubleshooting for MS Azure, M365 Suite, and Azure virtual desktop.
Deliver L1 and L2 IT support and guidance to clients.
Update all IT incidents and requests in the IT Service Management system.
Analyze and diagnose various IT issues, including hardware, software, server, network, and security concerns.
Escalate unresolved issues appropriately, ensuring cross-team collaboration.
Engage in technical discussions and provide consultations with both clients and internal teams.
Maintain and update technical documentation to reflect current best practices.
Exhibit a strong focus on client satisfaction and deliver exceptional customer service consistently.
Participate in 24/7 rotational shifts as required.
Keep abreast of new cloud technologies and solutions related to Azure.

Requirements:

Minimum of 5 years in an IT Service Desk, Cloud Support, or Infrastructure Admin role, preferably in an MSP environment.
Proficiency in Microsoft Azure and M365 with relevant certifications (e.g., MS-102, AZ-104).
Participate in 24/7 rotational shifts as required.
Experience with MS Intune, MDM/MAM, and related technologies for remote device management.
Strong knowledge of Entra (Active Directory), Windows server and hypervisor administration, and network management, including firewalls, switches, and VPN.
Familiarity with Remote Desktop and Azure Virtual Desktop for effective remote support.
Excellent communication skills.
Familiarity with Cisco and Barracuda devices, along with good network troubleshooting skills.