Role & responsibilities
Job Summary
We are seeking an L2 Windows Infrastructure and Microsoft 365 Support Engineer to join our 24/7 IT operations team. The candidate will be responsible for monitoring, administration, troubleshooting, and maintenance of Windows Server infrastructure, Active Directory, Hyper-V, Microsoft Entra ID, Azure, and Microsoft 365 services. The role requires the ability to independently resolve routine and moderately complex incidents, execute approved changes, meet service-level agreements (SLAs), and escalate complex issues with appropriate technical evidence.
Key Responsibilities
- Administer and troubleshoot Windows Server infrastructure, including operating systems, services, scheduled tasks, event logs, performance issues, RDP connectivity, file servers, permissions, and hardware health.
- Monitor server availability, CPU, memory, disk utilization, disk I/O, network connectivity, and infrastructure health; maintain server inventory and perform routine health checks.
- Manage Active Directory users, groups, computers, OUs, password resets, account unlocks, and privileged access; troubleshoot GPOs, AD replication, domain controller health, SYSVOL, authentication, and account lockouts.
- Administer DNS and DHCP services, troubleshoot name resolution and IP allocation issues, and support FSMO role awareness, Windows Time Service, and domain time synchronization.
- Monitor and administer Hyper-V hosts, virtual machines, virtual disks, checkpoints, and Windows Failover Clusters; troubleshoot VM availability and identify orphaned VHD/VHDX files.
- Perform approved Windows Server patching, including pre-checks, backup verification, deployment, reboot coordination, post-patch validation, and compliance reporting; monitor backup jobs and support restore validation, vulnerability remediation, CIS compliance, and security hardening.
- Monitor infrastructure using ManageEngine OpManager, PRTG, Zabbix, or equivalent tools; investigate alerts, troubleshoot recurring issues, and coordinate remediation.
- Administer Microsoft Entra ID users, groups, licenses, and access; troubleshoot authentication, MFA, Conditional Access, sign-in issues, and Entra Connect synchronization failures.
- Perform basic Azure administration, including VM health, availability, monitoring, networking, and access checks; support certificate expiry monitoring and PKI-related troubleshooting.
- Administer Microsoft 365 and Exchange Online, including users, licenses, shared mailboxes, distribution lists, mailbox permissions, and resource mailboxes; troubleshoot mail flow, NDRs, message delivery, Outlook connectivity, and hybrid mail routing where applicable.
- Support Microsoft Intune device enrollment, compliance policies, configuration profiles, application deployment, and endpoint management; troubleshoot SharePoint Online permissions, OneDrive synchronization, and Microsoft Teams access and meeting issues.
- Investigate phishing reports, quarantined emails, and Microsoft Defender for Office 365 alerts; support security investigations, audit evidence collection, and compliance reporting.
- Use PowerShell, Microsoft Graph, and Exchange Online PowerShell for routine administration, troubleshooting, reporting, and approved automation activities.
- Manage incidents and service requests through ConnectWise, ServiceDesk Plus, or equivalent ticketing tools; meet SLAs, execute approved changes, follow rollback and maker-checker procedures, and escalate complex issues with appropriate technical evidence.
- Maintain operational documentation, runbooks, daily health checks, shift handovers, and periodic reports while coordinating with internal teams, customers, and vendors in a 24/7 rotational support environment.
Required Technical Skills
- Hands-on Windows Server administration and troubleshooting experience.
- Working knowledge of AD, GPO, DNS, DHCP, replication, and authentication.
- Practical knowledge of Hyper-V, virtual disks, and Windows Failover Clustering fundamentals.
- Experience with patching, monitoring, backup operations, and vulnerability remediation.
- Working knowledge of Microsoft Entra ID, Azure fundamentals, Microsoft 365, Exchange Online, Intune, SharePoint, OneDrive, and Teams.
- Familiarity with Microsoft Defender for Office 365, certificates/PKI, and PowerShell.
- Understanding of TCP/IP, DNS resolution, RDP, ports, and network connectivity troubleshooting.
- Experience with ticketing systems, incident management, change management, and SLA-driven support.
Experience & Qualifications
- Experience: 34 years in Windows Infrastructure, NOC, Systems Administration, or Microsoft 365 support.
- Bachelor's degree or diploma in Computer Science, Information Technology, or a related discipline preferred.
- Microsoft certifications such as AZ-900, AZ-104, MS-900, or relevant role-based certifications are desirable.
- Willingness to work in 24/7 rotational shifts, including weekends and holidays according to the roster.
Preferred candidate profile
