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).