Description:

Proarch is looking for an experienced Shift Lead to join their team, focusing on cloud and infrastructure support.
This role combines hands-on technical responsibilities with essential shift management tasks.
The Shift Lead will oversee service level adherence, maintain team accountability, and serve as the primary point of contact for the team during critical situations.
Responsibilities include leading and monitoring the team, overseeing the SLA, and tracking key performance indicators (KPIs) while generating reports.
The Shift Lead will provide expert troubleshooting for MS Azure, M365 Suite, and Azure virtual desktop.
Delivering L1 and L2 IT support and guidance to clients is a key duty.
The role involves updating all IT incidents and requests in the IT Service Management system.
Analyzing and diagnosing various IT issues, including hardware, software, server, network, and security concerns is essential.
Unresolved issues must be escalated appropriately, ensuring cross-team collaboration.
Engaging in technical discussions and providing consultations with both clients and internal teams is required.
The Shift Lead will maintain and update technical documentation to reflect current best practices.
A strong focus on client satisfaction and delivering exceptional customer service consistently is expected.
Participation in 24/7 rotational shifts is required.
Keeping abreast of new cloud technologies and solutions related to Azure is necessary.

Requirements:

A minimum of 7 years in cloud and IT support is required.
At least 1 year of experience in team management and monitoring, maintaining the SLA is necessary.
Proficiency in Microsoft Azure and M365 with relevant certifications (e.g., MS-102, AZ-104, AZ-800/801) is essential.
Participation in 24/7 rotational shifts is required.
Experience with MS Intune, MDM/MAM, and related technologies for remote device management is necessary.
Strong knowledge of Windows server administration and network management, including firewalls and VPNs, is required.
Proficiency in generating and analyzing reports, with strong knowledge of Excel and data visualization techniques, is essential.
Experience with databases, including the ability to run queries, is necessary.
Familiarity with Remote Desktop and Azure Virtual Desktop for effective remote support is required.
Excellent communication skills are essential.
Familiarity with Cisco and Barracuda devices, Meraki, along with good network troubleshooting skills, is necessary.