Microsoft 365 & Cloud Managed Services Engineer - REMOTE

seeking a skilled Microsoft 365 & Cloud Managed Services Engineer to provide advanced technical support, proactive monitoring, troubleshooting, and escalated incident management across Microsoft 365, Azure, endpoint management, security, and backup solutions. The role requires ensuring service availability, meeting SLAs, and providing 24/7 monitoring and support.

Key Responsibilities

• Provide advanced support and troubleshooting for Exchange Online, SharePoint Online, OneDrive, Microsoft Teams, Entra ID, Intune, and Microsoft Defender.
• Monitor and report on 95 SharePoint sites and 266 Intune-managed devices, identifying service issues, compliance risks, and operational concerns.
• Manage and troubleshoot Azure cloud compute, Azure Blob Storage, Veeam Backup, and System Center Data Protection Manager (SCDPM).
• Own escalated incidents from investigation through resolution, including root cause analysis and corrective actions.
• Provide 24/7 monitoring and support, meeting defined SLAs, including resolution of critical incidents within four hours.
• Coordinate with Microsoft and third-party vendors when required, maintaining incident documentation and stakeholder communications.
• Maintain monitoring, ticketing, security-reporting, and remote-administration tools, and provide regular service performance and security reports.
• Provide on-call assistance for complex application deployment, certificate/token, mobile device, and Power Platform issues when requested.
• Identify opportunities to improve service reliability, security, compliance, and operational efficiency.

Required Skills and Experience

• Hands-on experience with Microsoft 365 administration and troubleshooting.
• Strong knowledge of Entra ID, Intune, Microsoft Defender, Azure cloud services, and Windows management.
• Experience with Veeam Backup, Azure Blob Storage, and System Center Data Protection Manager.
• Knowledge of incident management, SLA compliance, security monitoring, backup and recovery, and root cause analysis.
• Strong troubleshooting, documentation, communication, and stakeholder management skills.
• Ability to provide after-hours and on-call support in a 24/7 managed-services environment.

Preferred Qualifications

• Relevant Microsoft 365, Azure, security, or endpoint management certifications.
• Experience in managed IT services and SLA-driven technical support.