Infrastructure & Windows Support Administrator

THE OPPORTUNITY | Overview of Scope

We are seeking an Infrastructure & Cloud Support Associate to provide overnight operational support as part of a 24x7 support model. The role will support the day-to-day monitoring and operational health of a hybrid IT environment covering Linux, Citrix Cloud, Microsoft Azure, Azure Virtual Desktop (AVD), Windows, VMware, MFT/FTP, Grafana, and Azure Monitor.

The primary responsibility will be to provide first-level monitoring and technical support during the overnight shift, respond to system alerts and user incidents, perform initial troubleshooting, follow established operational procedures.

WHAT YOU'LL DO | Work Activities and Responsibilities

Provide overnight monitoring and first-level technical support for a 24x7 hybrid IT environment covering Citrix Cloud, Azure, AVD, Windows, VMware, MFT/FTP, Grafana, and Azure Monitor. Respond to alerts and incidents, perform basic troubleshooting and routine health checks, follow established runbooks and SOPs, escalate complex issues to Vendors, maintain accurate ticket documentation and ensure a clear handover to the day-shift team.

MUST HAVES | Technical or Industry Experience Required

• Overall Experience: 47 years of relevant IT infrastructure experience.
• Microsoft Azure: 2–3 years of experience administering and supporting Azure resources, including virtual machines, networking, identity/access, storage, monitoring, and operational troubleshooting.
• Windows Infrastructure: 2–3 years of experience administering and supporting Windows Servers and endpoints, Active Directory, Group Policy, patching, system health, security, and troubleshooting.
• VMware: 2–3 years of experience supporting and administering virtualized infrastructure, including virtual machines, resource utilization, capacity, performance, and availability.
• Observability & Monitoring: 1-2 years of experience with Grafana, Azure Monitor, and related monitoring tools, including dashboard management, alerting, log analysis, performance monitoring, and proactive issue identification.

NICE TO HAVES | Technical or Industry Experience Preferred

• Automation & Continuous Improvement: Identify opportunities to automate repetitive administrative tasks, improve monitoring and alerting, standardize operational processes and enhance platform reliability.
• Documentation & Compliance: Maintain technical documentation, operational procedures, knowledge articles, and ensure adherence to security, compliance, and organizational standards.

HOW YOU WORK | Key Personal Attributes and Competencies

• Customer & Service Focused: Provides reliable and responsive overnight L1 support while maintaining service availability and a positive user experience.
• Troubleshooting: Follows established procedures to monitor, identify, troubleshoot, and resolve common infrastructure and application issues, escalating when required.
• Proactive Monitoring: Monitors Azure, AVD, Windows, Linux, Citrix Cloud, VMware, Grafana, and Azure Monitor for alerts and service health issues.
• Ownership & Accountability: Takes ownership of incidents and alerts, ensures timely resolution or escalation, and maintains accurate documentation.
• Collaborative: Works effectively with L2/L3 and other technical teams to resolve issues and support a 24x7 environment.
• Communication: Provides clear and timely updates on incidents, alerts and escalations.
• Adaptable: Willing to learn new technologies and follow standard processes in a fast-paced 24x7 support environment.

EDUCATION & CREDENTIALS

• Bachelor’s degree or diploma in Computer Science, Information Technology, Engineering, or a related field.
• Basic knowledge of Linux, Powershell, Devops tools are preferred.
• Entry-level certifications such as Microsoft Azure Fundamentals (AZ-900), ITIL Foundation, or equivalent are an advantage.