Microsoft Cloud & Infrastructure Support Engineer

Vedlogic Solution Pvt Ltd; Ahmedabad District; On-site; INR 900,000 - 1,500,000; Full time

Job summary

Vedlogic Solution Pvt Ltd is seeking a Microsoft Cloud & Infrastructure Support Engineer with hands-on experience in Microsoft 365, Entra ID (Azure AD), Intune, and Azure infrastructure, plus on-prem environments. The role requires strong communication and a support-first mindset.

This L2-focused position operates in an SLA-driven setting, handles escalations from L1, and covers Microsoft 365 apps, security/compliance, and Azure as the primary cloud.

Qualifications

• 4–6 years in Infrastructure / Cloud / Support roles.
• Strong experience with Windows Server, Active Directory, and Microsoft 365.
• Experience with Entra ID, Intune, and Azure infrastructure.
• Exposure to on-premise environments and migrations.
• Basic scripting in PowerShell / Bash.

Responsibilities

• Troubleshoot and resolve escalated incidents with SLA adherence.
• Administer Microsoft 365 suite and endpoints across users and devices.
• Manage identity, access, and MFA/ Conditional Access policies.
• Coordinate with L3 teams and execute approved changes.
• Document runbooks, SOPs, and incident tickets.
• Support Azure infrastructure and on-prem to cloud migrations.

Skills

Strong communication

Customer ownership

Structured troubleshooting

SLA-driven work

Education

ITIL Foundation or higher

AZ-104

MS-102

ISO 27001 (auditor/lead implementer) - preferred

VMware or Cloud Networking certifications

Tools

Windows Server

Active Directory

Microsoft 365

Entra ID (Azure AD)

Intune

Azure infrastructure

VMware

Hyper-V

ITSM tools

AutoTask

ServiceNow

Jira

Zendesk

Freshservice

Azure Backup

PowerShell

Bash

Job description

Job Description – Microsoft Cloud & Infrastructure Support Engineer

(On-Prem | Microsoft 365 | Azure | ITSM | Security & Compliance)

Experience: 4–6 Years

Employment Type: Full-Time

Work Schedule: Australian Time Business Hours 4:00 AM – 01:00 PM IST

Role Summary

We are seeking a Microsoft Cloud & Infrastructure Support Engineer with strong hands-on experience in Microsoft 365, Entra ID (Azure AD), Intune, Azure infrastructure, and on-premise environments, combined with excellent communication skills and a support-first mindset.

This role is L2-focused, operating in an SLA-driven environment, handling escalations from L1, resolving complex user and infrastructure issues, coordinating with L3 teams, and ensuring operational stability, security, and compliance.

Work Schedule & Coverage

• Primary support window: 4:00 AM – 01:00 PM IST
  
• Workdays: India workdays aligned to AUS business hours
  
• Weekend / holiday coverage: Rotational, based on incident severity
  

Role Scope

Responsibilities

• Advanced troubleshooting and resolution of escalated incidents
  
• Microsoft 365 administration & support
  
• Identity, access, and endpoint management
  
• Approved change execution
  
• User communication and incident ownership
  
• Documentation, SOPs, and reporting
  
• Administer and support Windows & Linux servers
  
• File servers, permissions, and access controls
  
• Patch management, monitoring, and capacity checks
  
• Backup and recovery operations (Veeam / Azure Backup)
  
• Troubleshoot OS, application, and infrastructure issues
  
• Administer and support:
  • Exchange Online
    
  • SharePoint Online
    
  • OneDrive for Business
    
  • Microsoft Teams
    
• Configure and support:
  • MFA
    
  • Conditional Access
    
  • Security & compliance policies
    
• Compliance policies
  
• Endpoint troubleshooting
  
• Mail flow, retention, and compliance policies
  
• Support and manage Azure infrastructure (primary)
  
• Hands-on with:
  • Virtual Machines
    
  • Storage accounts
    
  • VNets, NSGs, VPNs
    
  • Load balancers
    
• Support on-prem → cloud migrations (execution & support)
  
• Monitor performance, availability, and costs
  
• Execute approved infrastructure changes
  
• Exposure to ARM / Bicep / Terraform (support & execution level)
  

Security, Compliance & ISMS Support

• Implement and maintain infrastructure security best practices
  
• Support ISO 27001 / ISMS controls and audits
  
• Asset registers
  
• Access control records
  
• Assist in internal & external audits
  
• Collect audit evidence and support remediation
  
• Support vulnerability remediation activities
  
• Follow secure configuration baselines
  

ITSM & ITIL-Aligned Operations

• Work strictly within ITIL best practices
  
• Handle:
  • Incident Management
    
  • Service Requests
    
  • Problem Management
    
  • Change Management
    
• Use ITSM tools such as:
  • AutoTask (preferred)
    
  • ServiceNow / Jira / Zendesk / Freshservice
    
• Maintain:
  • SLAs
    
  • SOPs
    
  • Runbooks
    
  • Knowledge base articles
    
• Participate in root cause analysis and service improvement initiatives
  
• Act as primary L2 contact for escalated tickets
  
• Communicate with end users via:
  • Ticketing system
    
  • Microsoft Teams
    
  • Email
    
  • Phone calls (VoIP provided)
    
• Provide timely and professional updates aligned with SLAs
  
• Participate in client calls for incident triage and resolution
  
• Escalate issues to L3 using defined escalation matrix
  
• Support P2/P3 incidents independently; assist with P1 incidents
  

Reporting & Documentation

• Prepare:
  • Weekly ticket summaries
    
  • SLA compliance reports
    
  • Incident & problem reports
    
• Maintain technical documentation and architecture diagrams
  
• Update SOPs and runbooks as services evolve
  
• Support audit and compliance reporting requirements
  

Required Skills & Experience

• 4–6 years in Infrastructure / Cloud / Support roles
  
• Strong experience with:
  • Windows Server & Active Directory
    
  • Microsoft 365 administration
    
  • Entra ID & Intune
    
  • Azure infrastructure (support level)
    
• Experience with virtualization (VMware / Hyper-V)
  
• ITSM tools and ITIL workflows
  
• Exposure to ISO 27001 / ISMS environments
  
• Scripting basics (PowerShell / Bash)
  
• Excellent verbal and written communication skills
  

Preferred Certifications

• ITIL Foundation or higher
  
• Microsoft:
  • AZ-104
    
  • MS-102
    
• ISO 27001 (Internal Auditor / Lead Implementer – preferred)
  
• VMware or Cloud Networking certifications
  

Soft Skills

• Strong customer communication and ownership mindset
  
• Ability to work in SLA-driven, client-facing environments
  
• Structured troubleshooting and analytical thinking
  
• Calm and professional during high-pressure incidents