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Senior IT Support Engineer - M365 & Windows Expert
Position Title: Senior IT Support Engineer - M365 & Windows Expert
Timings: 8:00 AM- 5:00 PM CST
Location: Islamabad
About Cloudelligent
Cloudelligent is an AWS Premier Consulting Partner helping organizations modernize, migrate, and innovate in the cloud. We work at the intersection of cloud, data, and AI to solve real business problems and not just implement technology. With an international footprint, Cloudelligent is customer-obsessed and focuses on Generative AI and Agentic AI to deliver practical, scalable solutions.
Responsibilities
Microsoft 365 & Identity Management
- Manage and resolve activation and licensing issues for Microsoft 365 Apps for Enterprise.
- Administer Microsoft 365 services including Exchange Online, SharePoint Online,
- Teams, and Power Platform.
- Manage Active Directory (On-Prem & Azure AD / Entra ID), including user lifecycle
- management, GPO administration, and access control.
- Support and maintain IAM integrations (OKTA or similar), including SSO and MFA
- configurations.
- Provide advanced troubleshooting for software, hardware, networking, and
- authentication-related issues.
- Deliver L2/L3 support using remote support and RMM tools to diagnose and resolve
- complex end-user incidents.
- Support in-house IT operations, ensuring system availability and performance.
- Install, configure, upgrade, and patch operating systems and enterprise software.
- Manage IT asset inventory, lifecycle tracking, and compliance documentation.
- Perform backup and restore operations to ensure data integrity and business
- continuity.
- Assist Cloud Engineering teams with Azure and AWS migration initiatives and ongoing infrastructure support.
- Coordinate with vendors for procurement, warranty claims, and technical
- escalations.
- Support hybrid cloud environments and ensure secure integration between on-prem
- and cloud systems.
- Author, review, and maintain IT documentation, policies, procedures, and
- knowledge base articles aligned with ISO 27001 best practices.
- Manage helpdesk operations collaboratively to ensure optimal queue performance
- and timely incident resolution.
- Train and guide end-users on new technologies and security best practices.
- Lead and actively participate in IT infrastructure and cloud transformation projects.
- Serve as a senior escalation point and mentor junior support engineers when
- required.
- Bachelor’s degree in Information Technology, Computer Science, or a related
- discipline.
- 5+ years of progressive experience in enterprise IT support, infrastructure, or
- managed services environments.
- Excellent verbal and written communication skills (strong English proficiency
- required).
- Strong hands-on experience in Microsoft 365 administration (Exchange Online,
- SharePoint Online, Teams, OneDrive).
- Advanced experience with Azure Active Directory (Entra ID), hybrid identity
- environments, and Exchange Online.
- Experience with IAM solutions such as OKTA or other identity providers, including
- SSO, MFA, and access policies.
- Experience using RMM and ticketing systems (preferably ConnectWise) with strong
- SLA management exposure.
- Strong knowledge of Windows operating systems (Windows 10/11) and Windows
- Server environments.
- Experience supporting hybrid (On-Prem & Cloud) infrastructure.
- Understanding of ITIL framework and structured incident/problem management
- processes.
- Experience working in compliance-driven environments (ISO 27001 / SOC 2
- preferred).
- Microsoft (M365/Azure/Windows Server) certifications are highly desirable.
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