L3 - Cloud & Infra - Support Engineer

ProArch is seeking an experienced Windows & Server Administrator to join our Global Support Center (GSC) team. This role serves as an L2/L3 escalation point for complex Windows, server, and core infrastructure issues across global client environments, including mission critical and regulated industries. The ideal candidate will bring strong hands on experience with Windows Server administration, Active Directory, backup & recovery, and enterprise infrastructure operations, and will be comfortable working in an MSP environment. You will collaborate closely with Network, Cloud, and Security teams to ensure stable, secure, and scalable server operations. About Proarch: Founded in 2006, ProArch began as a tight-knit team of business-minded IT professionals passionate about delivering exceptional cloud-based technology solutions. Today, we’ve grown into a global force spread across US, UK and India into multidisciplinary experts spanning cloud, infrastructure, data analytics, cybersecurity, compliance, and software development. Organizations turn to ProArch for forward-thinking guidance, seamless implementation, and dependable ongoing support partnering with us to reach every milestone on the path to their vision. Our services consist of specific practice areas that are methodically designed to complement and enhance each other's effectiveness. This interconnected approach removes roadblocks and drives rapid growth and financial stability. Many of our clients leverage the full scope of our services, creating a supply chain of value that impacts the entire organization from IT to customer experience. At our core, we believe in the power of technology to transform. We’re passionate about inspiring innovation that shapes our people, our clients, our partners, and the communities we serve. Responsibilities : Act as an L2/L3 escalation engineer for complex Windows and server related incidents Provide second level IT support to customers via phone, email, chat, and remote access, with a strong focus on cloud and infrastructure services Administer and support Windows Server environments, including Active Directory, DNS, DHCP, Group Policy, and related services Utilize out of band management tools such as iLO and DRAC for server diagnostics, recovery, firmware updates, and hardware troubleshooting Collaborate with Network teams and demonstrate working knowledge of Cisco and Barracuda networking/security devices for cross domain troubleshooting Support and maintain enterprise backup and recovery solutions, including Veeam and cloud based backup platforms Perform backup validation, restore testing, and disaster recovery activities to meet operational and audit requirements Manage endpoint and device administration using Microsoft Intune, including MDM/MAM policies, device compliance, application deployment, and remote support Support remote access and virtualization platforms, including Remote Desktop Services (RDS) and Azure Virtual Desktop (AVD) Maintain working knowledge of on premises hardware and storage systems, including servers, NAS/storage platforms, and related troubleshooting Participate in and support IT infrastructure and cloud projects, including server upgrades, migrations, and platform enhancements Create and maintain server build documents, technical documentation, runbooks, and SOPs Administer and support Active Directory and Microsoft Entra ID (Azure AD), including user/group management, identities, access controls, and hybrid identity integrations. Conduct patching, upgrades, performance tuning, and lifecycle management for Windows and server platforms Provide operational support for Microsoft 365 services, including Exchange Online, SharePoint Online, Teams, and core tenant administration. Support and maintain Azure Virtual Desktop (AVD) environments, including host pools, session hosts, user access, and performance troubleshooting. Participate in major incident bridges (P1/P2) and lead or contribute to root cause analysis (RCA) Execute server related changes in accordance with established change management processes Mentor junior engineers and promote knowledge sharing and documentation standards within the team Ensure effective ticket management, with adherence to defined KPIs and SLAs Bachelor’s degree in Computer Science, IT, or related field. 5–10 years of hands on experience in Windows Server / Infrastructure Administration or related roles Experience supporting environments in an MSP, NOC, or Global Support Center is strongly preferred Relevant certifications such as AZ 800 / AZ 801, AZ-900, AZ-104 Cloud infrastructure support and Azure AD administration. Strong expertise in Windows Server administration (AD, DNS, DHCP, GPO) Experience with server monitoring, diagnostics, and recovery Hands on experience with out of band management tools (iLO, DRAC) Experience with enterprise backup & recovery solutions (Veeam preferred) Basic database exposure, including running queries for troubleshooting and reporting Working knowledge of Cisco and Barracuda networking/security devices for coordinated troubleshooting Familiarity with ITSM tools, structured incident management, and escalation processes Active Directory & Entra ID (Azure AD) administration, including identity lifecycle and access management Microsoft 365 administration, including Exchange Online, SharePoint Online, and Teams Azure Virtual Desktop (AVD) configuration, support, and troubleshooting Experience with Azure IaaS, hybrid identity, and cloud-hosted workloads Scripting or automation (PowerShell preferred) Exposure to infrastructure or cloud migration projects KPI/SLA performance tracking. Life @ ProArch At ProArch, we believe our people are the key to our success. That’s why we foster an environment where every employee—known proudly as a ProArchian —can grow, thrive, and make a meaningful impact. We empower employees to develop at their own pace through Career Pathways , a clear and supportive guide to professional progression. Our culture is one of positivity, inclusivity, and respect . Titles don’t define how we treat each other— every ProArchian is valued equally , and collaboration across roles and teams is the norm. We understand that great work starts with balance. That’s why we prioritize work-life harmony , offering flexible work schedules and encouraging time for what matters most. Beyond the workplace, ProArchians actively give back—organizing volunteer efforts and charitable initiatives that empower the communities we call home. And because we know that extraordinary efforts deserve recognition, we celebrate those who go above and beyond with appreciation programs. At ProArch, we’re not just using technology to transform businesses— we’re using it to create a better experience for our people, our clients, and our communities.