Job Summary
We are seeking a highly capable Level 2 Windows Support Engineer with 5+ years of hands-on Wintel experience and at least 2 years of AWS cloud experience, preferably in regulated or secure environments (e.g., Government Commercial Cloud - GCC).
This role focuses on maintaining and supporting Windows workloads hosted on AWS, with exposure to Trend Micro Vision One, IAM Analyzer, CIS Hardening, and remediation tasks (VMS, Cloudscape).
Key Responsibilities
- Provide L2 operational support for Windows Server 2012/2016/2019/2022 in both on-premises and AWS environments.
- Manage and support AD, DNS, DHCP, GPO, WSUS, and Windows clustering.
- Resolve incidents and service requests related to Wintel systems via ITSM platforms (ServiceNow, Jira, etc.).
- Perform patch management and coordinate monthly/quarterly patch cycles using WSUS/SCCM/AWS Systems Manager.
- Support AWS services: EC2, S3, IAM, EBS, CloudWatch, Systems Manager (SSM).
- Implement and review IAM permissions using IAM Access Analyzer and least privilege models.
- Execute and remediate findings from CIS Hardening baselines and compliance scans.
- Carry out Vulnerability Management System (VMS) remediation and Cloudscape recommendations in collaboration with InfoSec teams.
- Work with Trend Micro Vision One (or similar EDR/XDR platforms) for threat detection and remediation.
- Assist in automation scripting and remediation via PowerShell, AWS CLI, and SSM Documents.
- Create and maintain technical documentation, knowledge articles, and SOPs.
- Participate in audits, patch windows, and disaster recovery testing.
- Perform on-call support and participate in 24x7 shift rotations when required.
Required Qualifications
- Diploma or Degree in Information Technology, Computer Science, or related discipline.
- 5+ years of hands-on Wintel administration and support.
- 2+ years of AWS experience supporting Windows workloads.
- Experience with IAM roles, security groups, S3 access policies, CloudWatch alarms/logs.
- Exposure to security and hardening frameworks (e.g., CIS Benchmarks, SCAP).
- Familiarity with tools like Trend Micro Vision One, Qualys/Tenable, AWS Config, AWS Systems Manager.
- Proficiency in PowerShell scripting for routine tasks and automation.
- Knowledge of backup and recovery strategies for Windows servers in cloud.
- Understanding of ITIL practices and experience using ticketing systems.
Preferred Certifications
- AWS Certified SysOps Administrator - Associate
- AWS Certified Solutions Architect - Associate
- Microsoft Certified: Windows Server Hybrid Administrator Associate
- ITIL v3/v4 Foundation
Soft Skills
- Strong analytical and incident triage skills under pressure.
- Ability to handle and communicate with demanding customers tactfully and professionally.
- Ownership mindset with proactive problem-solving ability.
- Strong written and verbal communication capable of producing clear documentation.
- Team player with collaborative work ethic and willingness to learn new technologies.
