Job description

Proarch is Looking for an experienced Shift Lead to join our team, focusing on cloud and infrastructure support. This role combines hands-on technical responsibilities with essential shift management tasks. In addition to performing regular support duties, the Shift Lead will oversee service level adherence, maintain team accountability and serve as the primary point of contact for the team during critical situations.

Responsibilities:

Lead and monitor the team and oversee the SLA.
Track key performance indicators (KPIs) and generate reports.
Provide expert troubleshooting for MS Azure, M365 Suite and Azure virtual desktop.
Deliver L1 and L2 IT support and guidance to clients.
Update all IT incidents and requests in the IT Service Management system.
Analyze and diagnose various IT issues, including hardware, software, server, network, and security concerns.
Escalate unresolved issues appropriately, ensuring cross-team collaboration.
Engage in technical discussions and provide consultations with both clients and internal teams.
Maintain and update technical documentation to reflect current best practices.
Exhibit a strong focus on client satisfaction and deliver exceptional customer service consistently.
Participate in 24/7 rotational shifts as required.
Keep abreast of new cloud technologies and solutions related to Azure.

Requirements

Minimum of 7 years in cloud and IT Support.
Minimum 1 year of experience in Team management and Monitoring, maintaining the SLA.
Proficiency in Microsoft Azure and M365 with relevant certifications (e.g., MS-102, AZ-104, AZ-800/801).
Participate in 24/7 rotational shifts as required.
Experience with MS Intune, MDM/MAM, and related technologies for remote device management.
Must have strong knowledge of Windows server administration and network management, including firewalls and VPNs.
Proficiency in generating and analyzing reports, with strong knowledge of Excel and data visualization techniques.
Experience with databases, including the ability to run queries.
Familiarity with Remote Desktop and Azure Virtual Desktop for effective remote support.
Excellent Communication skills.
Familiarity with Cisco and Barracuda devices, Meraki along with good network troubleshooting skills.

Benefits