Cloud Systems & IT Support Engineer

Job Code: 047/001/047
Industry: Information Technology
Working Days: 5 days per week
Working Hours: 9:00 AM – 6:00 PM

Job Brief:
We are seeking a dynamic Cloud Systems & IT Support Engineer who specializes in supporting and administering Microsoft 365 and cloud-based platforms such as MS Dynamics 365. The ideal candidate will be proactive, solution-oriented, and capable of managing IT operations with a strong focus on cloud technologies, user support, and system reliability. This role requires expertise in managing cloud accounts, collaboration platforms, and enterprise applications, alongside general IT support functions.

Job Responsibilities:
1. Microsoft 365 & Cloud Platforms Administration

• Manage users, licenses, roles, and permissions across Microsoft 365 services, including Exchange, SharePoint, Teams, and OneDrive.
• Use the Microsoft 365 Admin Center for tenant-wide user, license, and billing management.
• Administer Exchange Admin Center, Teams Admin Center, SharePoint Admin Center, Intune (Endpoint Manager), and Entra Admin Center (Azure AD) as needed.
• Configure and monitor device compliance, app deployment, and endpoint security using Intune. (Used to manage, enroll, and secure laptops, mobile devices, and applications.)
• Set up and maintain Data Loss Prevention (DLP) and compliance policies through the Microsoft Purview (Compliance) Admin Center.
• Manage and configure site collections and document libraries via the SharePoint Admin Center.
• Provide administration and support for Microsoft Dynamics 365 applications and integrations.

2. IT Helpdesk & Support Operations

• Act as the first point of contact for IT-related issues, ensuring timely resolution.
• Log, track, and resolve incidents using ManageEngine or similar ticketing tools.
• Provide remote support to off-site employees and escalate issues when required.
• Train staff on using Microsoft 365 applications and IT best practices.

3. Hardware & Infrastructure Support

• Install, configure, and maintain laptops, desktops, monitors, printers, cameras, and other peripherals.
• Perform hardware diagnostics, repairs, and preventive maintenance.
• Support printer and scanner configuration and troubleshooting.
• Manage IT asset tagging, disposal, and data wiping of retired equipment.

4. Network & Connectivity

• Monitor local and cloud network connectivity and resolve related issues.
• Collaborate with service providers (Du, Etisalat) for telecom and internet troubleshooting.
• Configure VPN access and ensure network stability.

5. Documentation & Asset Management

• Maintain updated records of IT hardware, software licenses, and user accounts.
• Document configurations, system setups, and support resolutions.

6. General IT Operations

• Maintain physical security of IT infrastructure (e.g., server room access).
• Train staff on best practices for cloud applications and basic IT procedures.

Job Requirements:

• Bachelor’s degree in IT, Computer Science, or a related field.
• 3+ years of experience in IT support, including Microsoft 365 and cloud systems administration.
• Proficiency in Intune for device management, configuration, and endpoint security.
• Experience implementing DLP and compliance policies using Microsoft Purview.
• Strong understanding of site collection management within SharePoint Admin Center.
• Solid troubleshooting skills for hardware, software, and network issues.
• Familiarity with ManageEngine or similar ITSM tools.
• Excellent communication and documentation skills.

Strong knowledge of Microsoft 365 Admin Centers, including:

• Microsoft 365 Admin Center
• Exchange Admin Center
• Teams Admin Center
• SharePoint Admin Center
• Security & Compliance (Microsoft Purview) Admin Center
• Entra Admin Center (Azure AD)
• Intune (Endpoint Manager)
• Viva / Insights / Adoption Score Centers
• (Total: 8 main admin centers under Microsoft 365)

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