Associate Systems Support Engineer

Experience: 2-5 Years

Notice Period : 15 days Max or Immediate Joiners Only

Communication Skills : Mandatory excellent communication skills in English

Employment Type: Full-Time

Work Mode: On-site / Hybrid, as applicable, 24X7 rotational Shifts.

Shift: Standard business hours with occasional after-hours/on-call support as required

Job Summary

We are looking for a hands-on Tier 2 Windows Support Engineer to join our Infrastructure Support team. The engineer will be responsible for day-to-day administration, monitoring, troubleshooting, maintenance, and support of Windows Server environments.

The role will primarily focus on Windows Server, patching, monitoring, incident management, and operational support.

The candidate should be comfortable independently troubleshooting common infrastructure issues and working with Tier 1, Tier 3, Network, Database, Security, and other infrastructure teams when escalation is required.

Key Responsibilities

Windows Server Administration

• Provide Tier 2 support for Windows Server environments.
• Administration and troubleshooting of Windows Server 2016/2019/2022.
• Perform server health checks and investigate performance-related issues.
• Troubleshoot CPU, memory, disk, service, event log, and OS-related issues.
• Start/stop/restart Windows services as required.
• Troubleshoot server connectivity and application/service availability issues.

Patching & Maintenance

• Perform Windows Server patching activities according to the approved patching schedule.
• Validate server health before and after patching.
• Troubleshoot patching failures.
• Perform post-patching validation.
• Maintain patching records and update operational documentation.
• Support vulnerability remediation activities related to Windows servers.

Monitoring & Incident Management

• Monitor Windows server infrastructure using enterprise monitoring tools.
• Investigate and resolve alerts within defined SLAs.
• Handle Tier 2 incidents and service requests.
• Perform initial troubleshooting and root-cause analysis.
• Escalate complex or recurring issues to Tier 3 teams.
• Maintain accurate ticket updates and technical documentation.
• Participate in Problem Management and Change Management activities.

Documentation & Process

• Maintain server documentation and operational procedures.
• Update Knowledge Base articles and troubleshooting guides.
• Follow ITIL-based Incident, Request, Change, and Problem Management processes.
• Participate in operational reviews and provide status updates.
• Maintain accurate records of infrastructure changes and activities.

Required Technical Skills

Must Have

• 2-5 years of experience in Windows Server administration/support.
• Hands-on experience with Windows Server 2016/2019/2022.
• Good knowledge of Active Directory.
• Good understanding of Group Policy.
• Working knowledge of DNS and DHCP.
• Experience troubleshooting Windows Server issues.
• Understanding of TCP/IP and basic networking concepts.
• Experience with server patching and maintenance.
• Experience working with ITSM/ticketing tools such as ServiceNow.
• Good incident troubleshooting and documentation skills.

Good to Have

• Basic PowerShell scripting.
• Knowledge of monitoring tools.
• Experience with WSUS/MECM/SCCM.
• ITIL Foundation certification.

Candidate Profile

We are looking for someone who:

• Has strong troubleshooting ability rather than only theoretical knowledge.
• Can independently handle common Windows Server incidents.
• Is comfortable working in a structured IT operations environment.
• Understands SLA-based support.
• Has good written and verbal communication skills.
• Can work effectively with L1, L3, Network, Database, Security, and Application teams.
• Is willing to take ownership of incidents until resolution or appropriate escalation.
• Is comfortable working with documented processes and change controls.

Education

Bachelor's degree in Computer Science, Information Technology, Engineering, or a related field is preferred.

Relevant hands-on experience may be considered in lieu of formal qualifications.

Certifications

Certifications are preferred but not mandatory.

Examples:

• Microsoft Windows Server / Microsoft certifications
• Azure Fundamentals
• ITIL Foundation