Role Overview :

As an L2 Cloud Support Engineer specializing in Microsoft 365 and Azure, you will be a critical point of contact for resolving complex technical issues, ensuring the stability and optimal performance of our clients' cloud environments.

This role involves hands-on troubleshooting, configuration management, and proactive monitoring across a diverse range of Microsoft cloud services.

You will collaborate closely with clients, L1 support teams, and L3 engineers to diagnose and resolve incidents, implement solutions, and contribute to continuous service improvement.

Your expertise will directly impact client satisfaction and business continuity, upholding Consulting Pandits' commitment to delivering exceptional cloud support and managed services.

We are seeking professionals with at least 5 to 8 years of dedicated experience in supporting Microsoft cloud ecosystems.

Key Responsibilities :

- Provide advanced L2 technical support for Microsoft 365 services, including Exchange Online, SharePoint Online, Teams, OneDrive, and Intune, ensuring high availability and optimal user experience for clients.

- Diagnose and resolve complex incidents related to Azure infrastructure (IaaS, PaaS), virtual machines, networking, storage, and Azure Active Directory, minimizing downtime and impact on client operations.

- Manage and support Azure Virtual Desktop (AVD) environments, including deployment, configuration, troubleshooting, and performance optimization for end-users.

- Administer and maintain Exchange environments, both on-premises and hybrid configurations, ensuring seamless mail flow and security for client organizations.

- Utilize ServiceNow for efficient incident, problem, and change management, meticulously documenting all support activities and resolutions to maintain comprehensive service records.

- Collaborate with L1 support for escalation resolution and L3 teams for complex problem-solving and root cause analysis, fostering a cohesive support ecosystem.

- Implement and verify configuration changes, security policies, and best practices across Microsoft 365 and Azure platforms to enhance client environment robustness and compliance.

- Participate in on-call rotations and provide out-of-hours support as required, ensuring critical issues are addressed promptly to maintain client service levels.

Required Skillset :

- Demonstrated expertise in administering and troubleshooting Microsoft 365 services, including Exchange Online, SharePoint Online, Teams, and Intune.

- Proficient understanding and hands-on experience with Azure IaaS/PaaS components, networking, storage, and Azure Active Directory for enterprise environments.

- Strong capabilities in deploying, managing, and supporting Azure Virtual Desktop (AVD) solutions.

- Solid experience with PowerShell scripting for automation and advanced administration tasks across Microsoft 365 and Azure.

- Proven ability to manage incidents, problems, and changes effectively using IT Service Management platforms, specifically ServiceNow.

- Excellent analytical and problem-solving skills, with a methodical approach to diagnosing and resolving complex technical challenges.

- Exceptional verbal and written communication skills, capable of articulating technical information clearly to both technical and non-technical stakeholders.

- Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent practical experience.

- A proactive and client-focused mindset, with the ability to work independently and as part of a collaborative team in a fast-paced consulting environment.