Mohammed Y.

2nd Line Cloud Support Engineer @Node4

Currently supporting a major client within an MSP setting, I’m part of a specialised team dedicated to delivering both proactive and reactive support across Microsoft Azure and Microsoft 365 environments. My focus lies in the day-to-day management of Azure Virtual Desktop and core M365 services within environments governed by \'Official\' and \'Official-Sensitive\' classifications.Key responsibilities include- Handling escalated service desk tickets across Azure and M365, carrying out in-depth triage and resolution- Liaising with senior engineering teams and third-party vendors to ensure timely and effective issue resolution in line with SLAs- Performing ongoing health checks, optimisation, and performance tuning of AVD and M365 services- Managing change activities, from planning and documentation through to implementation and communication- Engaging regularly with stakeholders during early-life support phases to ensure alignment and smooth transitions- Producing and maintaining technical documentation and internal knowledge base articles- Delivering internal training sessions to promote knowledge sharing and encourage a ‘shift-left’ approach.