Senior Cloud and Infrastructure Support Engineer

Area(s) of responsibility

Job Description - We are looking for an The L3 Support Engineer is responsible for providing advanced technical support and troubleshooting for Azure Virtual Desktop (AVD) and Azure Virtual Machines (VM) environments. This role involves handling complex incidents, performing root cause analysis, implementing fixes, and collaborating with engineering teams to ensure high availability, security, and performance of cloud-based virtual infrastructure. Candidate must be hands on with MDM. He/She will be responsible for managing end user devices, leveraging Microsoft Intune & SCCM, a service that focuses on mobile device management (MDM) that includes Windows Laptops, Android & iOS devices. Should have good understanding of Device & Application management, Software deployment, Policy enforcement. Should have a problem-solving attitude along with the ability to give clear technical instructions. Good understanding of intune, SCCM & Change Management process. Customer-oriented attitude.

Requirement

1. Incident Management & Troubleshooting

• Handle escalated issues from L1/L2 teams related to AVD and Azure VMs.
• Perform deep-dive analysis of system logs, diagnostic data, and telemetry to identify root causes.
• Resolve complex problems involving networking, storage, identity, and performance within Azure environments.
• Provide workaround solutions and permanent fixes for recurring issues.

2. Configuration & Optimization

• Review and optimize AVD host pools, session hosts, and scaling plans.
• Ensure proper configuration of Azure VMs, including sizing, OS updates, and disk management.
• Implement performance tuning for virtual desktops and VMs to meet SLA requirements.

3. Security & Compliance

• Apply security best practices for AVD and VM environments, including RBAC, conditional access, and encryption.
• Monitor compliance with organizational and regulatory standards.
• Respond to security alerts and perform vulnerability remediation.

4. Automation & Scripting

• Develop PowerShell scripts or use Azure CLI for automation of routine tasks.
• Implement Infrastructure-as-Code (IaC) using ARM templates or Bicep for deployments.
• Automate scaling and maintenance activities for AVD and VM environments.

5. Monitoring & Reporting

• Configure and maintain monitoring solutions (Azure Monitor, Log Analytics, Sentinel).
• Analyze performance metrics and generate reports for capacity planning.
• Proactively identify potential issues and implement preventive measures.

6. Technical Expertise:

• Strong knowledge of Azure Virtual Desktop architecture and components.
• Proficiency in Azure VM management, networking, and storage.
• Experience with Active Directory, Azure AD, FSLogix, and profile management.

7. Tools & Technologies:

• PowerShell, Azure CLI, ARM templates, Bicep.
• Monitoring tools: Azure Monitor, Log Analytics, Sentinel.

Certifications – Microsoft Certified: Azure Administrator Associate (AZ-104).

Microsoft Certified: Azure Virtual Desktop Specialty.