Position Title: Senior IT Support Engineer - M365 & Windows Expert Timings: 8:00 AM- 5:00 PM CST Location: Lahore
About Cloudelligent
Cloudelligent is an AWS Premier Consulting Partner helping organizations modernize, migrate, and innovate in the cloud. We work at the intersection of cloud, data, and AI to solve real business problems and not just implement technology. With an international footprint, Cloudelligent is customer-obsessed and focuses on Generative AI and Agentic AI to deliver practical, scalable solutions.
Responsibilities Microsoft 365 & Identity Management
Manage and resolve activation and licensing issues for Microsoft 365 Apps for Enterprise.
Administer Microsoft 365 services including Exchange Online, SharePoint Online,
Teams, and Power Platform.
Manage Active Directory (On-Prem & Azure AD / Entra ID), including user lifecycle
management, GPO administration, and access control.
Support and maintain IAM integrations (OKTA or similar), including SSO and MFA
configurations.
IT Support & Infrastructure Operations
Provide advanced troubleshooting for software, hardware, networking, and
authentication-related issues.
Deliver L2/L3 support using remote support and RMM tools to diagnose and resolve
complex end-user incidents.
Support in-house IT operations, ensuring system availability and performance.
Install, configure, upgrade, and patch operating systems and enterprise software.
Manage IT asset inventory, lifecycle tracking, and compliance documentation.
Perform backup and restore operations to ensure data integrity and business
continuity.
Cloud & Vendor Collaboration
Assist Cloud Engineering teams with Azure and AWS migration initiatives and ongoing infrastructure support.
Coordinate with vendors for procurement, warranty claims, and technical
escalations.
Support hybrid cloud environments and ensure secure integration between on-prem
and cloud systems.
Documentation, Reporting & Leadership
Author, review, and maintain IT documentation, policies, procedures, and
knowledge base articles aligned with ISO 27001 best practices.
Manage helpdesk operations collaboratively to ensure optimal queue performance
and timely incident resolution.
Train and guide end-users on new technologies and security best practices.
Lead and actively participate in IT infrastructure and cloud transformation projects.
Serve as a senior escalation point and mentor junior support engineers when
required.
Requirements
Bachelor’s degree in Information Technology, Computer Science, or a related
discipline.
5+ years of progressive experience in enterprise IT support, infrastructure, or
managed services environments.
Excellent verbal and written communication skills (strong English proficiency
required).
Strong hands-on experience in Microsoft 365 administration (Exchange Online,
SharePoint Online, Teams, OneDrive).
Advanced experience with Azure Active Directory (Entra ID), hybrid identity
environments, and Exchange Online.
Experience with IAM solutions such as OKTA or other identity providers, including
SSO, MFA, and access policies.
Experience using RMM and ticketing systems (preferably ConnectWise) with strong
SLA management exposure.
Strong knowledge of Windows operating systems (Windows 10/11) and Windows