01Responsibilities
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.
Requirements
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.
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