Windows Engineer - L2-L3 Support and Troubleshooting

Job Title: Windows Engineer - L2-L3 Support and Troubleshooting

Job Overview: As a Windows Engineer specializing in L2-L3 Support and Troubleshooting, you will be responsible for providing expert-level technical assistance in diagnosing and resolving complex issues related to Windows-based systems and infrastructure. This role requires a deep understanding of Windows operating systems, network architecture, and associated technologies to ensure optimal performance, stability, and security.

Key Responsibilities:

1. Advanced Troubleshooting: Investigate and resolve escalated technical issues related to Windows operating systems, applications, and associated infrastructure components.

Incident Management: Lead the resolution of critical incidents, ensuring rapid response, effective communication, and timely resolution to minimize downtime and impact on business operations.

Root Cause Analysis: Perform in-depth root cause analysis for recurring or systemic issues, implementing corrective actions and preventive measures to mitigate future occurrences.

Performance Optimization: Analyze system performance metrics, identify areas for improvement, and implement optimizations to enhance the overall performance, scalability, and reliability of Windows-based systems.

Patch Management: Develop and maintain patch management strategies to ensure Windows systems are up-to-date with security patches, software updates, and firmware upgrades, while minimizing disruption to production environments.

Configuration Management: Manage configurations for Windows servers, applications, and related infrastructure components, ensuring consistency, compliance, and adherence to industry best practices.

Documentation: Maintain comprehensive documentation of system configurations, troubleshooting procedures, and resolution steps to facilitate knowledge sharing and continuous improvement.

Collaboration and Knowledge Sharing: Collaborate with cross-functional teams including network engineers, system administrators, and application developers to address complex issues and share expertise.

Security Compliance: Enforce security policies, standards, and procedures for Windows-based systems, conducting regular audits and assessments to ensure compliance with regulatory requirements and industry standards.

Capacity Planning: Monitor system resource utilization, forecast capacity requirements, and recommend infrastructure upgrades or optimizations to support business growth and scalability.

24/7 Support: Provide on-call support as part of a rotating schedule to address critical incidents and ensure the availability and reliability of Windows-based systems and services.

Required Skills and Qualifications:

• Bachelor's degree in Computer Science, Information Technology, or related field.

Minimum of 5 years of experience in Windows system administration, with a focus on L3 support and troubleshooting.

In-depth knowledge of Windows Server operating systems (e.g., Windows Server 2012, 2016, 2019) and associated technologies (Active Directory, Group Policy, DNS, DHCP, etc.).

Proficiency in PowerShell scripting for automation and task automation.

Strong understanding of networking concepts and protocols (TCP/IP, DNS, DHCP, VLANs, etc.).

Experience with virtualization technologies (VMware, Hyper-V) and cloud platforms (Azure, AWS) is preferred.

Familiarity with monitoring and logging tools (e.g., Nagios, Splunk, ELK Stack) for system performance and event management.

Excellent analytical and problem-solving skills, with the ability to diagnose and resolve complex technical issues in a timely manner.

Effective communication skills, with the ability to interact professionally with stakeholders at all levels of the organization.

Industry certifications such as MCSE, MCSA, or equivalent are desirable.