Microsoft Engineer - Infrastructure Support

Position Summary :

The Microsoft Engineer is responsible for monitoring, managing, and supporting customer infrastructure and Microsoft platforms under the guidance of the Microsoft Team Lead. This role serves as a primary point of contact for assigned incidents and service requests, maintaining ownership through resolution while ensuring compliance with contracted SLAs.

The ideal candidate is customer-focused, technically skilled, and thrives in a fast-paced operations environment. This position requires shift flexibility, including participation in rotating on-call schedules and the ability to work varying shifts as business needs evolve. The Microsoft Engineer will regularly collaborate with customers, peers, vendors, and leadership through phone, email, chat, video conferencing, and ticketing systems such as ServiceNow to ensure timely and effective issue resolution.

Major Responsibilities :

• Troubleshoot and resolve client device, infrastructure, and application issues using remote access and phone-based support tools.

• Monitor and maintain Microsoft-based environments including servers, cloud platforms, and related infrastructure technologies.

• Manage incidents, requests, and changes through ServiceNow while ensuring accurate documentation of all troubleshooting steps and communications.

• Take ownership of assigned tickets and drive issues through to resolution or appropriate escalation.

• Support day-to-day operations of engineering platforms, including hardware/software support, maintenance activities, and special projects.

• Communicate effectively with customers, peers, management, and cross-functional engineering teams regarding incidents, outages, and change activities.

• Participate in an on-call rotation to provide emergency support coverage when required.

• Assist with testing, validation, and implementation of new technologies, features, and operational processes.

• Contribute to technical documentation, operational procedures, and knowledge base articles.

• Recommend process improvements and identify operational risks or areas of concern to management.

Required Qualifications :

• 2+ years of experience working in a Network Operations Center (NOC), Managed Services, or IT Operations environment.

• 2+ years of hands-on experience troubleshooting Microsoft infrastructure technologies.

• Strong understanding of Microsoft Server Operating Systems (Windows Server 2012 and newer).

• Experience supporting Microsoft Azure environments, including navigating the Azure portal and performing remediation activities.

• Experience supporting Active Directory, Exchange, SQL Server, DNS, DHCP, and Microsoft 365.

• Basic networking knowledge including TCP/IP, VLANs, routing and switching, and firewalls.

• Basic virtualization knowledge including VMware and Hyper-V.

• Excellent verbal and written communication skills.

• Strong troubleshooting, analytical, and customer service skills.

• Ability to work independently and collaboratively within a team environment.

Preferred Qualifications :

• Microsoft certifications such as AZ-104 or MS-100/MS-101.

• Experience working in SLA-driven support environments.

• Familiarity with ITIL-based incident, problem, and change management processes.

• Experience using ServiceNow or similar ticketing platforms.

Core Competencies :

• Accountability and ownership

• Adaptability and flexibility

• Analytical thinking and problem-solving

• Attention to detail

• Customer focus

• Dependability and integrity

• Initiative and self-direction

• Team collaboration

• Stress tolerance and professionalism under pressure

• Continuous improvement mindset