Level 3 Cloud Infrastructure Engineer (Azure and Microsoft 365)

Role Purpose

Responsible for Level 3 technical support and escalation handling for Azure, Microsoft 365, network, infrastructure, and security environments. Provides third-line investigation, root cause analysis, resolution of complex incidents, and contributes to the maintenance and development of cloud solutions. On-call and out-of-hours support is required.

Key Responsibilities

• Deliver Level 3 support for Azure and Microsoft 365 via ticketing system and act as escalation point for Service Desk and L2 teams.
• Perform detailed diagnostics, root cause analysis, and resolution of incidents and problems.
• Escalate unresolved issues to external vendors according to established procedures.
• Contribute to building, configuration, automation and maintenance of cloud infrastructure, networking, and security components.
• Create and maintain technical documentation, knowledge base articles, and support standards.
• Monitor system availability, capacity, and performance; carry out planned maintenance tasks.
• Provide onsite and remote technical support as required.
• Comply with all internal processes, security, and EH&S policies.

Required Experience

• Minimum 3 years of hands-on experience managing and supporting Azure and Microsoft 365 environments at Level 3.
• Strong practical experience with the following:
  • Azure core services (VM, Storage, VNet, Backup, Site Recovery, High Availability)
  • Microsoft 365/Entra ID (Exchange, Teams, SharePoint, licensing, hybrid environments)
  • Azure networking and security (NSG, Azure Firewall, ExpressRoute, VPN, best practices)
  • Microsoft Intune (policies, Autopilot, device management)
  • Azure Sentinel and Microsoft Defender for Cloud/Endpoint
  • PowerShell scripting and Azure Automation
  • Azure Virtual Desktop
  • Windows Server 2016-2022 and Linux administration

Required Qualifications

• University degree in IT or related field
• ITIL Foundation certification
• Active Microsoft/Azure certifications (AZ-104, AZ-500, MS-500 or equivalent)
• Office 365 and security certifications are a plus

SFIA Level: 4 (Enable)