• Bachelor’s degree in information technology, Computer Science, Engineering, or Graduate .
• Equivalent practical experience will also be considered.

Experience

• 1-3 years of experience in Infrastructure Support, Cloud Operations, Service Desk, or Technical Support.
• Exposure to Microsoft Azure environments preferred.
• Experience supporting Windows and Linux operating systems.

Certifications (Preferred)

• Microsoft Azure Fundamentals (AZ-900)
• Microsoft Azure Administrator Associate (AZ-104) – Preferred
• ITIL Foundation Certification – Preferred

Soft Skills

• Strong troubleshooting and analytical skills.
• Excellent verbal and written communication skills.
• Customer-focused approach.
• Ability to work effectively in a 24×7 rotational shift environment.
• Strong attention to detail.
• Good documentation and reporting skills.
• Ability to prioritize tasks and manage multiple incidents simultaneously.
• Team-oriented mindset with a willingness to learn new technologies.

Preferred Skills

• Basic PowerShell scripting.
• Understanding of cloud security concepts.
• Exposure to Azure DevOps and automation tools.
• Knowledge of infrastructure monitoring and alert management.
• Familiarity with backup and disaster recovery concepts.
• Understanding of ITIL processes and best practices.

Monitoring & Incident Management

• Monitor Azure infrastructure, applications, and services using approved monitoring tools.
• Acknowledge, triage, and respond to alerts and incidents within agreed SLAs.
• Perform first-level troubleshooting and resolution of infrastructure issues.
• Escalate unresolved or complex incidents to L2/L3 support teams following defined procedures.
• Participate in major incident bridges and provide timely updates.
• Ensure accurate documentation of incidents, service requests, and resolutions.

Azure Infrastructure Support

• Monitor and support Azure Virtual Machines (Windows and Linux).
• Perform routine operational tasks on Azure resources.
• Monitor Azure networking components including Virtual Networks, Load Balancers, and VPN connections.
• Support Azure Backup and recovery operations.
• Assist with storage administration and capacity monitoring.
• Validate successful completion of scheduled jobs and maintenance activities.

Operating System Administration

• Perform routine health checks on servers and infrastructure components.
• Support patching and maintenance activities as per established procedures.
• Perform basic troubleshooting of Windows Server and Linux systems patching and backup issues.

Service Requests & Change Support

• Execute standard service requests and operational tasks.
• Support implementation of approved changes under supervision.
• Validate system health before and after changes.
• Maintain accurate operational records and change documentation.

Documentation & Communication

• Maintain and update operational runbooks, SOPs, and knowledge articles.
• Provide detailed shift handovers to incoming support teams.
• Communicate effectively with customers, vendors, and internal stakeholders.
• Participate in process improvement initiatives and operational reviews.