Cloud and Infra Support Engineer- L1/L2

About the role

About ProArch: At ProArch, we partner with businesses around the world to turn big ideas into better outcomes through IT services that span cybersecurity, cloud, data, AI, and app development. We're 400+ team members strong across 3 countries (we call ourselves ProArchians)-and here's what connects us all: A love for solving real business problems A belief in doing what's right What's it like to work here? You'll keep growing. You'll work alongside domain experts who love to share what they know. You'll be supported, heard, and trusted to make an impact. You'll take on projects that touch industries, communities, and lives. You'll have the time to focus on what matters most in your life outside of work. At ProArch, you'll be part of teams that design and deliver technology solutions solving real business challenges for our clients. With services spanning AI, Data, Application Development, Cybersecurity, Cloud & Infrastructure, and Industry Solutions, your work may involve building intelligent applications, securing business‑critical systems, or supporting cloud migrations and infrastructure modernization. Every role here contributes to shaping outcomes for global clients and driving meaningful impact. You'll collaborate with experts across data, AI, engineering, cloud, cybersecurity, and infrastructure-solving complex problems with creativity, precision, and purpose. You'll join a culture rooted in technology, curiosity, and continuous learning. A place where we move fast, trust you to make an impact, encourage innovation, and support your growth. Job Description: We are seeking a tenured IT Support professional to join our newly formed Global Support Center as a L2 Cloud & Infra Engineer. This team serves as an escalation point for our India-based operations and provides after-hours support for our US-based team. We're looking for someone with strong expertise in cloud support-specifically Microsoft Azure and O365-along with solid Windows Server and infrastructure administration skills. Effective communication, structured troubleshooting, and the ability to manage complex issues efficiently are essential, as is a willingness to work in rotational mostly EST hours. Responsibilities: - Provide first and second-level IT support via phone, email, chat, and remote access; log, track, and update incidents and service requests in the ITSM tool with accurate documentation and timely updates. - Monitor, manage, and maintain server operations across multiple environments, responding to alerts related to outages, performance degradation, and capacity issues. - Administer and support Windows Server environments, including Active Directory, DNS, DHCP, Group Policy, file/print services, and overall server health. - Manage server hardware and platform-level components, including NAS storage, RAID health, disk failures, capacity planning, and out-of-band management using iLO/DRAC. - Analyze and troubleshoot complex issues across hardware, software, servers, networking, virtualization, and security domains. - Assist with implementation, administration, and support of cloud solutions such as Microsoft Azure, Microsoft 365, and Azure Virtual Desktop (AVD). - Manage endpoint deployment and administration using Intune, Group Policy, MDM/MAM, and other endpoint management tools. - Perform server patching and update management, including Windows updates, firmware upgrades, scheduled maintenance windows, and compliance activities. - Execute regular data backups, restores, and validation while maintaining infrastructure security involving firewalls, switches, wireless networks, and VPN connectivity. - Follow up to ensure SLA adherence, escalate high-impact issues as needed, collaborate with internal teams and vendors, update knowledge base documentation, participate in projects, and actively pursue continuous learning. - Experience: Minimum of 4 years in an IT Service Desk, Cloud Support, or Infrastructure Administration role, preferably within an MSP environment supporting multiple customers. - Cloud Support Expertise: Strong proficiency in Microsoft Azure and Microsoft 365, with relevant certifications such as MS-900, AZ-900, MS-102 (or equivalent). - Infrastructure Management: Hands-on experience with Microsoft Entra ID (Azure AD), Windows Server administration, Hyper-V/VMware, and core networking, including firewalls, switches, and VPNs. - Server & Platform Maintenance: Proven ability to manage server operations, including patching, performance monitoring, alert remediation, and issue resolution across on-prem and cloud environments. - Endpoint & Device Management: Experience with Microsoft Intune, including MDM/MAM policies, device compliance, application deployment, and remote device administration. - Remote Access & Virtualization: Practical experience with Remote Desktop Services (RDS) and Azure Virtual Desktop (AVD) supporting distributed users. - Hardware, Storage & Technical Proficiency: Working knowledge of on-prem inf

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