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Cloud & Infra - Support Engineer
Location
India
Posted
32 days ago
Salary
0
Seniority
Mid Level
Job Description
Cloud & Infra - Support Engineer
ProArch
Role Description ProArch is seeking an experienced Windows & Server Administrator to join our Global Support Center (GSC) team. This role serves as an L2/L3 escalation point for complex Windows, server, and core infrastructure issues across global client environments, including mission critical and regulated industries. The ideal candidate will bring strong hands-on experience with Windows Server administration, Active Directory, backup & recovery, and enterprise infrastructure operations, and will be comfortable working in an MSP environment. You will collaborate closely with Network, Cloud, and Security teams to ensure stable, secure, and scalable server operations. Responsibilities - Act as an L2/L3 escalation engineer for complex Windows and server related incidents - Provide second level IT support to customers via phone, email, chat, and remote access, with a strong focus on cloud and infrastructure services - Administer and support Windows Server environments, including Active Directory, DNS, DHCP, Group Policy, and related services - Utilize out of band management tools such as iLO and DRAC for server diagnostics, recovery, firmware updates, and hardware troubleshooting - Collaborate with Network teams and demonstrate working knowledge of Cisco and Barracuda networking/security devices for cross domain troubleshooting - Support and maintain enterprise backup and recovery solutions, including Veeam and cloud based backup platforms - Perform backup validation, restore testing, and disaster recovery activities to meet operational and audit requirements - Manage endpoint and device administration using Microsoft Intune, including MDM/MAM policies, device compliance, application deployment, and remote support - Support remote access and virtualization platforms, including Remote Desktop Services (RDS) and Azure Virtual Desktop (AVD) - Maintain working knowledge of on premises hardware and storage systems, including servers, NAS/storage platforms, and related troubleshooting - Participate in and support IT infrastructure and cloud projects, including server upgrades, migrations, and platform enhancements - Create and maintain server build documents, technical documentation, runbooks, and SOPs - Administer and support Active Directory and Microsoft Entra ID (Azure AD), including user/group management, identities, access controls, and hybrid identity integrations - Conduct patching, upgrades, performance tuning, and lifecycle management for Windows and server platforms - Provide operational support for Microsoft 365 services, including Exchange Online, SharePoint Online, Teams, and core tenant administration - Support and maintain Azure Virtual Desktop (AVD) environments, including host pools, session hosts, user access, and performance troubleshooting - Participate in major incident bridges (P1/P2) and lead or contribute to root cause analysis (RCA) - Execute server related changes in accordance with established change management processes - Mentor junior engineers and promote knowledge sharing and documentation standards within the team - Ensure effective ticket management, with adherence to defined KPIs and SLAs Qualifications - Bachelor’s degree in Computer Science, IT, or related field - 5–10 years of hands-on experience in Windows Server / Infrastructure Administration or related roles - Experience supporting environments in an MSP, NOC, or Global Support Center is strongly preferred - Relevant certifications such as AZ 800 / AZ 801, AZ-900, AZ-104 - Cloud infrastructure support and Azure AD administration - Strong expertise in Windows Server administration (AD, DNS, DHCP, GPO) - Experience with server monitoring, diagnostics, and recovery - Hands-on experience with out of band management tools (iLO, DRAC) - Experience with enterprise backup & recovery solutions (Veeam preferred) - Basic database exposure, including running queries for troubleshooting and reporting - Working knowledge of Cisco and Barracuda networking/security devices for coordinated troubleshooting - Familiarity with ITSM tools, structured incident management, and escalation processes - Active Directory & Entra ID (Azure AD) administration, including identity lifecycle and access management - Microsoft 365 administration, including Exchange Online, SharePoint Online, and Teams - Azure Virtual Desktop (AVD) configuration, support, and troubleshooting - Experience with Azure IaaS, hybrid identity, and cloud-hosted workloads - Scripting or automation (PowerShell preferred) - Exposure to infrastructure or cloud migration projects - KPI/SLA performance tracking Benefits - Flexible work schedules - Career Pathways for professional progression - Positive, inclusive, and respectful work culture - Volunteer efforts and charitable initiatives - Recognition programs for extraordinary efforts
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