Cloud Engineer - Azure/M365

Telana are experts in applied innovation, focused on delivering business outcomes through AI, data, software development, and cloud engineering expertise. Formed by the combination of Ancoris and Sundown Solutions, we are a top-tier partner for both Microsoft and Google Cloud. As an accredited Azure Expert MSP provider, we partner with some of the world’s leading brands and government organisations, helping them modernise, drive efficiency, and grow. Our Managed Services team is the cornerstone of our client relationships, ensuring their foundational cloud platforms are performant, optimised, and secure.

As a Cloud Engineer, you will be a vital part of our Managed Services team, responsible for providing hands-on technical support to our diverse range of clients. Acting as the primary escalation point from our service desk, you will manage a varied queue of technical incidents and service requests related to Microsoft 365 and Microsoft Azure.

This is a role for a technical problem-solver who excels at administration and troubleshooting in a fast-paced MSP environment. You will be responsible for keeping our clients' core services running smoothly, performing essential administrative tasks, and contributing to the success of larger pieces of work by supporting our Senior Engineers.

• Provide effective 2nd line technical support for issues escalated from the service desk, covering both Microsoft 365 and Azure platforms.
• Manage the full lifecycle of support tickets, ensuring issues are diagnosed, resolved, and documented within agreed SLAs. 
• Perform day-to-day administration of client M365 environments, including user and license management, mailbox permissions, and security group administration. 
• Administer and provide support for Exchange Online, SharePoint Online, OneDrive, and Microsoft Teams. 
• Conduct foundational administrative tasks in Microsoft Azure, such as managing Virtual Machines, checking backup status, and updating Network Security Group (NSG) rules.
• Maintain clear and concise documentation for all work performed within our ticketing system and contribute to our internal knowledge base. 

We are looking for a motivated and customer-focused individual with a passion for learning and advancing their skills in cloud technologies.

Essential:

• Proven experience in an IT support role within a Managed Services Provider (MSP) environment (e.g., 2nd Line Support Engineer, Technical Support Analyst). 
• Strong, hands-on experience administering Microsoft 365 environments, with skills in:
• Microsoft Entra ID: Administering users, groups, and devices, and troubleshooting multi-factor authentication (MFA) issues. 
• Exchange Online: Managing mailboxes, distribution lists, transport rules, and troubleshooting common mail flow issues. 
• SharePoint Online & OneDrive: Managing site permissions and troubleshooting file sync client issues. 
• Microsoft Intune: Experience with device enrolment, checking compliance policies, and troubleshooting application deployments. 
• Foundational experience managing Microsoft Azure IaaS, including Virtual Machines, Storage Accounts, and Azure Backup.
• A solid understanding of core networking services (DNS, DHCP), Windows Server Active Directory, and Entra Connect.
• Experience using a professional ticketing system (e.g., ConnectWise, Autotask, ServiceNow). 
• Excellent problem-solving and communication skills, with an ability to effectively manage client expectations. 
• You must hold or be willing and able to obtain security clearance to SC level. You do not need to already hold SC to apply.

Desirable:

• Certifications: Microsoft 365 Certified: Administrator Expert (MS-102) is highly desirable. Holding or actively working towards Microsoft Certified: Azure Administrator Associate (AZ-104).
• Experience with Microsoft Intune for modern endpoint management (Windows, iOS, Android) and application deployment.
• Knowledge of Infrastructure as Code (IaC) tools like Terraform, or Bicep.
• Previous experience in a customer-facing role.

Not sure you meet 100% of our qualifications? Have an untraditional background? Our team is already a mix of self-taught and formally educated people. Don’t self-select out!

• You will be a part of a skilled, inspiring, and supportive team, and work in an environment that encourages long term personal growth.
• Flexible, and trust-based work environment with a healthy work life balance.
• Our people come first. That’s why you’ll have access to private medical insurance, employee assistance programmes, group life assurance, income protection and access to a market leading benefits platform.
• Learning & development. We will support you in your growth journey and cover the costs of your role-based certifications.
• We have first hand experience that diversity encourages creativity and innovation and makes us better placed to understand a wider range of customers' needs. This means that whatever your background, you won’t find a more welcoming place to work.
• We have family friendly policies and encourage a work-life balance, including flexible working options in roles which permit it.