Senior Windows Engineer

Job Description

Job Description

We are looking for a Senior Windows Engineer to provide enterprise-level assistance to our customers. You will diagnose and troubleshoot software and hardware problems and help our customers install applications and programs.

Technical Support Engineer responsibilities include resolving network issues, configuring operating systems and using remote desktop connections to provide immediate support. You will use email and chat applications to give clients quick answers to simple IT issues. For more complex problems that require nuanced instruction, you will contact clients via phone and/or provide clear, written instructions and technical manuals.

To be qualified for this role, you should hold a degree in a relevant field, like Computer Science, IT or Software Engineering. Microsoft, Cisco, Linux or similar certification is a plus. If you’re naturally a helper, enjoy assisting people with computer issues and are able to explain technical details simply, we’d like to meet you.

Ultimately, you will be a person that our customer's trust. They will rely on you to provide timely and accurate solutions to their technical problems.

Responsibilities

• Research and identify solutions to software and hardware issues
• Diagnose and troubleshoot technical issues, including account setup and network configuration
• Ask customers targeted questions to quickly understand the root of the problem
• Track computer system issues through to resolution, within agreed time limits
• Talk clients through a series of actions, either via phone, email or chat, until they’ve solved a technical issue
• Properly escalate unresolved issues to appropriate internal teams (e.g. software developers)
• Provide prompt and accurate feedback to customers
• Refer to the internal database or external resources to provide accurate tech solutions
• Ensure all issues are properly logged
• Prioritize and manage several open issues at one time
• Follow up with clients to ensure their IT systems are fully functional after troubleshooting
• Prepare accurate and timely reports
• Document technical knowledge in the form of notes and manuals
• Maintain jovial relationships with clients

Requirements

• Hands on experience on Windows Server (2008/2012/2016) Administration.
• Understanding of Active Directory, DNS, DHCP.
• Windows Disk Management (diskpart, partition concepts).
• Patching lifecycle understanding & patching experience, providing end to end support to patching activity.
• EOL upgrade understanding.
• Build new virtual servers as part of migrating 2008 servers to 2016 servers.
• Experience on Client ESXi, and VSphere 5.x & 6.x and above environments with vCenter Management, Consolidated Backup, DRS, HA, vMotion, svMotion and FT.
• Client Administration experience including cloning, disk expansion, basic troubleshooting, virtual appliances.
• Experience on guest OS installation, setting up of VM priorities, Cloning, Snapshots
• Experience with Microsoft clustering in a Client environment.
• Troubleshooting skills both with hardware and software in windows environment.
• Knowledge on RAID Configurations.
• Backup and restore concepts, troubleshoot if any issues arise during backup failure.
• ITIL concepts - Knowledge of change management process and experience planning and executing scheduled changes.