Infrastructure & Cloud Support Technician

The Infrastructure & Cloud Support Technicians provide advanced technical expertise across the company’s cloud, network, and infrastructure environments. The role involves maintaining and supporting Microsoft 365, Azure, Intune, and network systems to ensure reliable, secure, and efficient IT operations across all offices and remote locations.

Provide hands-on technical administration of cloud services, network infrastructure, and backend systems while supporting escalated incidents from the Endpoint & User Support team. Responsibilities also include travel to other company locations when required to assist with infrastructure projects, system upgrades, and office IT implementations.

The position works collaboratively with the Security, Application & Data, and Endpoint & User Support teams to maintain consistent, secure, and scalable IT services across the organization. This cross-functional role is critical in maintaining operational continuity, optimizing system performance, and enabling a modern, cloud-driven workplace.

This role requires on-site presence, with one day working from home/week.

What you will be doing:

Cloud & Infrastructure Management

• Administer and support Microsoft Azure services including identity, access, groups, policies, and resource configurations.
• Manage and troubleshoot Microsoft 365 environments (Exchange, SharePoint, Teams, and OneDrive).
• Configure and maintain Intune (Endpoint Manager) for policy management, device compliance, and application deployment.
• Support the implementation of new cloud or hybrid solutions and contribute to continuous improvement of infrastructure systems.
• Monitor Azure and on-premises infrastructure health, proactively identifying and resolving issues before they impact users or operations.

Advanced Technical Support

• Serve as the escalation point for complex incidents from the Endpoint & User Support Technicians.
• Troubleshoot advanced issues involving Azure, Intune, authentication, VPN connectivity, and system integrations.
• Coordinate with third-party vendors or Microsoft support to resolve high-impact or specialized technical issues.
• Conduct root cause analysis and implement permanent solutions to recurring technical problems.

Network & Systems Administration

• Manage and maintain office network infrastructure including LAN/WAN, VPN, switches, firewalls, and wireless access points.
• Perform regular network performance checks, firmware updates, and configuration management to ensure stable connectivity across all locations.
• Support local server environments where applicable, including patching, updates, and system configuration.
• Assist with office relocations or new site setups, ensuring network and infrastructure readiness.
• Travel to other company offices as required to deliver on-site infrastructure support and maintenance.

Monitoring, Maintenance & Documentation

• Monitor cloud, network, and system performance using infrastructure monitoring tools and respond promptly to alerts.
• Execute scheduled maintenance activities, backups, and patch management to maintain system integrity and uptime.
• Maintain accurate documentation for network and cloud configurations, standard operating procedures, and architecture diagrams.
• Contribute to the IT knowledge base with technical guides, troubleshooting steps, and system documentation to ensure consistency across the team.

Collaboration & Escalation

• Collaborate with the Endpoint & User Support Technicians to resolve escalated incidents and ensure end-to-end issue management.
• Partner with the IT Security Analyst to maintain system security, enforce compliance policies, and support vulnerability remediation.
• Work closely with the Application & Data team on integrations, user access dependencies, and infrastructure support for business applications.
• Liaise with the Head of IT Infrastructure & Cloud Services to align technical operations with strategic IT objectives.
• Share knowledge, mentor team members, and contribute to documentation that promotes cross-team efficiency and collaboration.

Who you are:

• Proven experience in a 2nd line or infrastructure support role within a Microsoft 365 and Azure environment.
• Strong technical understanding of:
• Microsoft Azure (identity, access, resources)
• Microsoft 365 administration (Exchange, SharePoint, Teams)
• Intune / Endpoint Manager (policies, compliance, deployments)
• Networking (VPN, DNS, DHCP, routing, switching)
• Experience managing and troubleshooting Windows operating systems and devices.
• Working knowledge of PowerShell for automation or administration tasks.
• Strong analytical, problem-solving, and documentation skills.

Preferred Qualifications:

• Microsoft 365 Certified: Modern Desktop Administrator or Endpoint Administrator.
• ITIL v4 Foundation certification.
• Experience supporting multi-site or global environments.