We are looking for a Wintel Engineer with hands-on experience in supporting enterprise IT environments. This role is part of a 24×7 shift-based operations team, responsible mainly for system monitoring, first-level troubleshooting, and timely escalation to senior engineers and cross-functional support teams. The successful candidate will work closely with the Network Operations Team, DBAs, and Linux/Unix teams to ensure system stability, uptime, and compliance with operational procedures and SLA 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.
