L1.5 Cloud and Systems Engineer

1 week ago

Central Region, Singapore NEX CorporateIT Pte Ltd Full time

Key Responsibilities

1. User & Endpoint Support (Advanced Level)


• Troubleshoot escalated endpoint issues (Windows, Mac, mobile).


• Intune/MDM: perform enrollment troubleshooting, push policy refreshes, check compliance errors.


• Apply PowerShell scripts or basic CLI commands for troubleshooting.


• Support advanced Office 365 cases:


• Outlook client profile rebuilds, OST corruption, add-ins issues.


• Teams meeting failures, voice/video troubleshooting.


• OneDrive/SharePoint advanced sync & permission issues.

2. Cloud & Identity Management


• Perform user lifecycle management in Azure AD / Entra ID:


• Group membership, license assignments, conditional access troubleshooting.


• MFA and SSO troubleshooting (re-registration, token issues).


• Handle mailbox management in Exchange Online (shared mailboxes, distribution lists).


• Troubleshoot OneDrive/SharePoint access & sync issues beyond L1 scope.


• Basic monitoring & alert response in Azure portal or M365 Admin Center.

3. Onsite Infrastructure Support (Hands & Eyes + Advanced Tasks)


• Provide onsite support for network devices, servers, or firewalls under remote L2/L3 guidance.


• Perform firmware upgrades, patch installations, or configuration changes (if approved/runbook exists).


• Deploy and configure devices (laptops, docking stations, POS terminals, printers, WAPs).


• Support VPN client troubleshooting and endpoint security (EDR/AV agent health checks).

4. Operational Excellence


• Own ticket queue triage: resolve, escalate, or coordinate with L2.


• Document troubleshooting steps and maintain local knowledge base.


• Perform proactive health checks (M365 services, network connectivity, endpoint compliance).


• Assist with project rollouts (new cloud service deployments, endpoint migrations, pilot testing).

5. Compliance & Best Practices


• Ensure device and user compliance with corporate IT policies (MFA, patching, encryption).


• Follow ITIL-based incident, request, and change management processes.


• Maintain accurate IT asset inventory onsite.


• Provide monthly feedback to improve runbooks and SOPs.

Escalation Boundaries

L1.5 resolves independently:


• –70% of end-user & endpoint cases.


• Standard Microsoft 365 account and mailbox administration.


• Device enrollment & compliance troubleshooting in Intune.

Escalates to L2:


• Complex Azure AD sync/conditional access failures.


• Exchange transport rules, hybrid mail flow issues.


• Firewall, routing, or VLAN troubleshooting.


• Escalations requiring design or configuration changes.

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