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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.
We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, religion, sexual orientation, gender identity, national origin, status as a veteran, and basis of disability or any federal, state, or local protected class.
