Level 2 Infrastructure & Cloud Support Engineer
Salary: RM 5,000 – RM 6,000 per month
About the role
We are looking for an experienced Level 2 engineer to provide advanced support across Microsoft 365, Azure, Windows Server and networking for multiple customer environments. You will own escalated incidents, perform root-cause analysis, and work with Level 1, Level 3, vendors and customer IT teams, while adapting quickly to each customer's environment and processes. The role requires the ability to converse in both Mandarin and Professional English.
Key responsibilities
Resolve escalated incidents and service requests within agreed SLAs.
Perform root-cause analysis and recommend permanent fixes for recurring problems.
Administer and troubleshoot Microsoft 365, Entra ID, Azure and Windows Server environments.
Automate routine tasks with PowerShell.
Maintain troubleshooting records and knowledge-base articles; take part in incident, problem and change management.
Escalate to Level 3 or vendors where needed, and keep customers updated through the incident lifecycle.
About you
4–6 years overall IT experience, including 3+ years of hands-on Level 2 support in enterprise or managed-service environments.
Microsoft 365 (Entra ID, Exchange Online, Teams, SharePoint, Intune, Defender, MFA / Conditional Access) – 2–3+ years.
Hands-on support of Azure VMs, VNet / NSG, storage, backup, Azure Monitor and access management.
Windows Server, Active Directory, Group Policy, DNS / DHCP.
Strong TCP/IP, LAN/WAN, VPN, firewall and Wi-Fi troubleshooting; VMware / Hyper-V.
Hands-on PowerShell; ITSM and SLA-driven support.
Must be able to converse in Mandarin and Professional English, and write clear, professional English. We are seeking candidates proficient in Mandarin to effectively communicate with Mandarin-speaking clients.
Diploma or Bachelor's degree in IT, Computer Science, Engineering or a related field.
Preferred certifications: AZ-104, MS-102, ITIL Foundation, CompTIA, Cisco (CCNA), VMware, or Linux certifications. Relevant experience may be considered in lieu of certifications.