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

As a Modern Workplace Expert Engineer, you will deliver advanced customer support, manage complex projects, and ensure successful onboarding processes.

Your expertise will contribute to maintaining service excellence through efficient resolution of technical issues raised via Cloud Direct support channels, including live chat, e-mail, and self-service portals.

What You’ll Do:

• Serve as a senior escalation point for services while creating and maintaining documentation to enhance user knowledge and productivity.
• Assist in training and mentoring junior engineers to improve their troubleshooting capabilities.
• Proactively improve system performance, security, and operational efficiency by staying updated on the latest technologies and best practices.
• Lead or collaborate on complex projects, including system upgrades, migrations, and the implementation of new tools or technologies.
• Provide on-call support as needed to meet operational demands.
• Streamline customer onboarding for Cloud Direct’s Modern Workplace solutions, such as Azure Virtual Desktop and Microsoft 365.
• Ensure compliance with incident, request, problem, and change management processes while adhering to agreed SLAs.
• Enhance the reliability and efficiency of Cloud Direct’s Modern Workplace technologies through innovation, automation, and continuous service improvement.
• Assess and implement new workplace tools, addressing potential risks and issues.
• Apply best practices to maximize the functionality and features of M365.
• Oversee the planning, approval, and implementation of product upgrades using Microsoft monitoring tools.
• Act as a trusted advisor by building strong relationships with customers, offering tailored guidance, and assisting them in complex decision-making with transparency and honesty.

What We’re Looking For:

• A minimum of 2-years within a 3rd Line role, providing technical support and troubleshooting for Microsoft products, including Office 365, Sentinel, Intune, AVD and Azure.
• Experience with device management tools such as Microsoft Endpoint Manager (Intune)
• Three or more Microsoft certifications: MD-102, MS-102, MS-700, AZ-104, AZ-140, SC-200, SC-300, SC-400, SC-100
• Hands-on experience with system administration, including user account management, permissions, and security settings.
• Experience with Active Directory and Group Policy management.
• Expertise in Exchange Online, SharePoint, OneDrive, Teams, and Defender for Office 365, with strong skills in identity and access management (Azure AD, Conditional Access, MFA), compliance, and security policies (DLP, Microsoft Purview, Information Protection).

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.

“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.