Description and Requirements
Key Responsibilities
Monitoring & First-Level Support
- Monitor Windows Server, Active Directory services, and related infrastructure using enterprise monitoring tools.
- Respond to alerts, perform initial triage, and determine escalation paths based on SOPs.
- Conduct routine Windows system health checks and document findings.
Incident Handling & Escalation
- Act as the first responder during shift for Windows Server or service-related incidents.
- Perform basic troubleshooting (Event Viewer logs review, service status checks, disk/CPU/memory analysis, network connectivity tests).
- Create and update incident tickets with clear and accurate information.
- Escalate promptly to L2 WinTel engineers or vendor support when issues exceed L1 scope.
Operational Tasks
- Support routine operational tasks such as daily health checks, updating and closing ITSM tickets, user account administration (Active Directory), service restarts, backup monitoring, and log collection.
- Assist in Windows Server patching, scheduled maintenance, and system updates under supervision.
- Follow established runbooks for system checks, failover tests, cluster checks, and recovery procedures.
Shift Work
- Perform duties within a rotating 24×7 shift schedule, including nights, weekends, and public holidays.
- Ensure proper handover to the next shift with accurate and complete status updates.
Vendor & Team Collaboration
- Work with internal/customer teams and external vendors to coordinate issue resolution.
- Support implementation tasks and change activities led by senior WinTel engineers.
Required Skills & Experience
- Around 3 years of experience in Windows Server / WinTel system support or operations.
- Basic knowledge of Windows Server administration (2012/2016/2019/2022)
- Understanding of directory services concepts (AD, DNS, DHCP).
- Active Directory basics (user management, OU navigation, group membership, lockout checks)
- OS patching processes
- Storage concepts (LUN usage, disk partitions)
- Monitoring tools and ITSM/ticketing systems.
- Familiarity with ITIL processes.
- Basic scripting knowledge (PowerShell preferred).
- Exposure to virtualization platforms (VMware/Hyper‑V) or cloud environments is a plus.
- MCSA, Windows Server, or equivalent knowledge is advantageous.
- Experience with enterprise server hardware (Dell, HP, Lenovo).
- Singaporean or Singaporean Spouse (if applicable due to security clearance requirements).
Preferred (Good-to-Have) Experience
- Basic familiarity with automation tools (PowerShell DSC, SCCM, Intune).
- Exposure to backup and disaster recovery operations (Veeam, Commvault).
Soft Skills
- Strong communication skills.
- Detail-oriented with a strong sense of responsibility.
- Ability to follow structured procedures accurately.
- Willingness to learn and adapt.
- Strong teamwork and collaboration skills.
