Modern Workplace Associate Engineer

“Are you ready to redefine the modern workplace using cutting edge Microsoft solutions?”

As a Modern-Work Associate Support Engineer, you will deliver support to customers, serving as an escalation point for Tier 1 engineers. You will collaborate with Associate and senior engineers to manage projects and onboarding processes while working alongside other specialized teams within Operations.

You will ensure that service level agreements are met whilst delivering reliable resolution of customer technical issues when raised via Cloud Direct support lines, Live chat, e-mail or self-service portals.

What You’ll Do:

• Act as an escalation point for complex issues across Microsoft 365, AVD, Sentinel, and Endpoint Management. Maintain support documentation, FAQs, and training resources to boost user productivity.
• Mentor and guide junior engineers, improving their problem-solving capabilities.
• Proactively address recurring infrastructure issues by analyzing trends and minimizing alerts.
• Lead onboarding projects for Microsoft 365, Azure Virtual Desktop, Microsoft Sentinel, and Endpoint Management.
• Provide on-call support as needed and ensure adherence to incident, request, problem, and change management processes, meeting all SLAs.
• Microsoft 365: Support end users on Microsoft 365 apps, SharePoint, Teams, Exchange Online, and OneDrive.
• Azure Virtual Desktop: Troubleshoot and resolve AVD issues including connectivity, performance, and access.
• Microsoft Sentinel: Support security incident handling, alert management, and root cause analysis in Sentinel.
• Endpoint Management: Escalation support for Microsoft Endpoint Manager, including enrolment issues, policy updates, and device compliance.

What We’re Looking For:

• 2+ years of hands-on experience in 2nd Line support for Microsoft technologies, including Office 365, Sentinel, Intune, and Azure Virtual Desktop.
• Expertise in device management with Microsoft Endpoint Manager (Intune) for policy deployment and compliance.
• Holds 3+ Microsoft certifications (e.g., MS-900, SC-900, MD-102, AZ-900), with one certification above the foundational level.
• Experience in system administration, user account management, access control, and security settings.
• Skilled in Active Directory management, including Group Policy configuration and user provisioning.
• Proficient in supporting both Windows and macOS platforms and resolving Office 365 issues.
• Hands-on experience deploying and managing Azure Virtual Desktop (AVD), including setup, performance optimization, and user support.

What We Offer:

• Responsible Time off (uncapped annual leave)
• Group Life Cover /Disability Income Cover/ Trauma Insurance Cover (Injury / Disability)
• Fitness Cash Contribution
• Pension Fund Contribution
• Medical Insurance Contribution
• Employee Assistance Programme
• Enhanced Maternity & Paternity Leave
• Endless Growth Opportunities: We provide ample opportunities for professional development, mentoring, and advancement.
• Culture of Excellence: We foster a high-performance culture that recognizes and rewards exceptional talent.

At Cloud Direct, we believe that diversity, equity, and inclusion are essential to our success. We are committed to creating a workplace where everyone feels valued, respected, and empowered. We welcome applicants from all backgrounds and strive to build a team that reflects the diverse communities we serve. We encourage candidates of all races, ethnicities, genders, sexual orientations, ages, abilities, and socioeconomic statuses to apply.