Windows 10 / 11 Support Engineer

1. Ability to evaluate endpoint analytical data and windows event/log data to identify areas of concern with workstation performance or issues driving incidents.
2. Investigate and identify root cause and remediation for identified Windows 10/11-related issues, including but not limited to:
   1. Operating system issues
   2. Software installation and configuration
   3. Network connectivity issues.
   4. Conflicting third-party applications
3. Monitor system performance and identify areas for improvement.
4. Work with other IT teams to troubleshoot and resolve complex technical issues.

Required skills:

1. In-depth knowledge of Windows 10 operating system, including its features, architecture, and functionalities
2. Ability to install and configure Windows 10 operating system on multiple platforms, including laptops, desktops, and servers
3. Understanding of Windows updates, service packs, and patches, and experience with the installation and troubleshooting of these updates
4. Ability to troubleshoot and resolve hardware and software issues related to Windows 10 /11 operating system
5. Knowledge of network protocols and security protocols, such as TCP/IP, DNS, DHCP, and VPN
6. Knowledge of Active Directory services, Group Policy, and domain configuration
7. Experience with PowerShell scripting and command-line interfaces to automate tasks and streamline processes
8. Knowledge of WMI Windows Management Instrumentation
9. Basic Knowledge of virtualization technologies, such as Hyper-V and VMware, and the ability to install and configure virtual machines on Windows 10 operating system
10. Excellent problem-solving skills and the ability to design, plan, and implement solutions to complex issues
11. Good communication skills and the ability to work well in a team environment while demonstrating personal initiative and the ability to work independently.

Desired skills:

1. In-depth knowledge of computer architecture, computer hardware components, and working knowledge of firmware, BIOS, and device drivers, as well as their optimization.
2. Understanding of Operating Systems principles including memory management, process management, threading, CPU scheduling, and security.
3. Proficiency with performance monitoring and profiling tools such as Microsoft Windows Performance Toolkit, ProcDump/ProcMon, PerfMon, Fiddler, Sysinternals, WinDBG, and Wireshark.
4. Ability to benchmark computer equipment and analyze results, comparing them against industry standards and optimizing accordingly.
5. Proficiency with scripting languages such as Python, PowerShell, Bash, or similar automation tools to create automated performance-monitoring tools.
6. In-depth knowledge of networking protocols, such as TCP/IP, DHCP, DNS, OSI model, and web-related protocols such as HTTP, HTTPS.
7. Basic Knowledge of cloud-based infrastructures, such as Azure, AWS, or Google Cloud.
8. Good troubleshooting and problem-solving skills are necessary, including the ability to diagnose issues across multiple domains, such as software, hardware, firmware, network to resolve local or remote performance problems.
9. A deep understanding of how applications work on top of operating system internals. This includes a strong knowledge of how applications interact with file systems, the registry, network stacks, and system memory.
10. Knowledge of security concepts and an understanding of how operating system hardening impacts system performance and how to optimize system security without impacting performance.
11. Familiarity with encryption implementation and impact, such as SecureDoc or BitLocker.
12. Understanding of impact and compatibility of external docks and input devices, and how they may affect performance or stability.

Deliverables:

1. Regular updates on the status of Windows 10 / 11 investigations
2. Reports on Windows 10 / 11 remediations
3. Documentation of system infrastructure and configurations