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).

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.

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.

• 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.