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

• Competitive Salary
• Excellent career development opportunities
• Health Insurance
• Work from home opportunity
• Certification Policy

About the company

We are a value-driven consulting and engineering partner, helping companies to design and execute their most challenging digital transformations in the Cloud.

Moving to the Cloud is merely the foundation of your digital transformation. Once migration is complete, we integrate cutting-edge technologies into all areas of your organisation to redefine the way you do business.Our aim is to take you on a Cloud-centric journey to unlock the value hidden in your data and compete in an increasingly competitive and connected world. We take an evidence-based approach to setting up your transformation, leveraging ProArch’s solution set to accelerate your time to value.