Cloud Support Engineer L1

As a Level 1 Cloud Support Engineer, you will bridge frontline support and advanced administration for both Microsoft 365 and Azure environments. You will execute pre-approved administrative tasks, runbook-driven changes, and initial troubleshooting for cloud services. This role is ideal for IT professionals seeking to deepen their expertise in M365 and Azure administration, automation, and customer service within a managed services environment.

Key Responsibilities:

• Perform user account management (creation, role assignment, password resets) in Entra ID (Azure AD).
• Allocate and administer Microsoft 365 licenses.
• Execute initial setup and installation for Exchange Online, Teams, SharePoint, and OneDrive on end-user devices.
• Configure Outlook for Exchange Online and assist with mobile device setup (ActiveSync).
• Create and manage distribution lists, resource mailboxes, and basic mailbox permissions.
• Set up and manage Teams (installation, contacts, meeting rooms, invitations, Outlook integration).
• Manage SharePoint and OneDrive user access, team sites, document libraries, and permissions.
• Deploy and install Microsoft Defender for Endpoint agents on endpoints.
• Support Windows 10 Enterprise licensing, activation, and initial setup (where applicable).
• Assist with Intune device enrollment and compliance policy application.
• Provision Azure resources (VMs, storage accounts, basic networking) using templates or runbooks.
• Perform basic monitoring and respond to alerts from Azure Monitor and Log Analytics.
• Assist with Azure Active Directory user and group management.
• Remote assist into user's laptop to perform troubleshooting whenever necessary
• Document and escalate Azure incidents or service issues as needed.
• Document and creation of Knowledgebase articles
• Follow documented runbooks for routine administrative changes and troubleshooting in both M365 and Azure.
• Escalate unresolved or complex issues to Level 2 Cloud Support Engineers, providing detailed context and documentation.
• Maintain accurate records of actions taken, including screenshots and audit logs.
• Generate standard reports from the Microsoft 365 and Azure portals.
• Monitor service health dashboards and notify stakeholders of outages or incidents.
• Document all support activities in the ticketing system, ensuring SLA/OLA compliance.
• Participate in training and certification programs (e.g., MS-900, AZ-900).
• Contribute to the refinement of support processes and knowledge base articles.
• This is a 24/7 shift-based role. You are required to work on shifts based on rotation.

Requirements:

• Bachelor Degree in IT, Computer Science, or related field (or equivalent experience).
• 1–2 years experience in IT support or Microsoft 365/Azure administration.
• Familiarity with Microsoft 365 admin center, Entra ID, Exchange Online, Teams, SharePoint, OneDrive, Intune, and Azure portal.
• Basic understanding of networking (TCP/IP, DNS) and Windows/macOS fundamentals.
• Strong analytical, documentation, and communication skills.
• Customer-focused mindset and ability to work in a fast-paced, SLA-driven environment.
• Certifications: MS-900 or AZ-900 (preferred or both certs to be obtained within 2 months).