Associate Systems Support Engineer

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.

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.

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.

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.

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.

Basic PowerShell scripting.

Knowledge of monitoring tools.

Experience with WSUS/MECM/SCCM.

ITIL Foundation certification.

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.

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 are preferred but not mandatory .

Examples:

Microsoft Windows Server / Microsoft certifications

Azure Fundamentals

ITIL Foundation