Wintel Support Engineer

at  ACENET

Experience: 12 to 15 years
Location: Abu Dhabi
Job code: 100978
Posted on: Aug 09, 2024
Job Summary :

This role will be responsible for the day-to-day support of all Microsoft *Windows Servers within the client environment, performing troubleshooting and resolving incidents.

• Work with 3rd party vendors, subcontractors, and support teams to effectively support the environment and achieve SLAs.
• Maintain service availability in excess of 99.5%.
• Create and maintain relevant server support documentation.
• Provide input into change control, project planning, and BC/DR activities.
• Perform general Wintel support duties and schedule maintenance tasks as required.
• Adhere to change control – create and implement changes as required to maintain the environment and ensure stability of the Microsoft Windows Server environment and supported Microsoft services.
• Assist with projects as required. Some projects may require after-hour work.

Responsibilities :

Support (Identify, troubleshoot and resolve incidents) all Microsoft Windows Server operating systems:

• Identify, troubleshoot and resolve the cause of BSOD.
• Identify, troubleshoot and resolve driver incompatibilities and issues.
• Identify, troubleshoot and resolve performance issues.
• Identify, troubleshoot and resolve service failures.
• Identify, troubleshoot and escalate hardware failures.
• Identify, troubleshoot and resolve configuration issues.
• Identify, troubleshoot and resolve clustering and high availability issues.

Support (Identify, troubleshoot and resolve incidents) Microsoft services such as:

• Active Directory configuration, administration, GPO configurations, upgrades, and migrations.
• Windows clustering.
• File and print server and DFS.
• IIS and IIS configurations.
• DHCP, DNS, and other network services.
• Certificate Authority, KMS.

Support (Identify, troubleshoot and resolve incidents) related to server hardware, DRAC/ILO, firmware, and monitoring integration (WBEM / SNMP).

• Provide support and work with 3rd party vendors, subcontractors, and support teams in order to achieve SLAs.
• Create and maintain relevant documentation.
• Coordinate activities of subcontractors and 3rd party vendors as required.
• Ensure all projects and activities are executed to a high standard and within required timelines.
• Perform reasonable requests from management as required to effectively support the assigned client.

Technical Knowledge Required :

• Thorough knowledge of Scripting and automation tools.
• Proven ability to maintain server availability to excess of 99.5%.
• Thorough knowledge of NTFS and share permission, inheritance, file ownership.
• Thorough knowledge of Active Directory Group/User objects.
• Thorough knowledge of Group Policies and login scripts, including troubleshooting and reporting.
• Thorough knowledge of Windows concepts, Domains, Active Directory and its concepts, and the interaction between hardware, operating systems, network, data center, and application software.
• Thorough knowledge of Microsoft Windows Server relevant automation and scripting.
• Thorough knowledge of security principles applicable to Microsoft Windows Server environments.
• Thorough knowledge of network protocols and network services.
• Proficiency with Azure Cloud services.
• Experience with Domain Controllers, Active Directory, and related services.

Qualification and Experiene :

• Bachelor’s Degree in Computer Science, Information Systems, or equivalent.

Additional Microsoft and Azure Cloud Certifications (bonus) .12+ years of overall experience with Microsoft Windows Server support within server environments exceeding 600 servers.

• Ability to understand and create complex scripts (Ansible, PowerShell, VBS, Python).
• Excellent troubleshooting skills.
• Ability to accurately perform RCA on resolved incidents and problems and provide best practice permanent solutions to avoid recurrences.
• Ability to successfully demonstrate proficiency in at least 95% of technical knowledge requirements and perform 100% of key responsibilities.
• Ability to increase proficiency to 100% within 12 months without any assistance.
• Ability to mentor Junior team members.
• Accountable for resolution of all critical incidents within 4-hour SLA.
• Ability to work afterhours during critical incidents or time-sensitive projects

• Work with 3rd party vendors, subcontractors, and support teams to effectively support the environment and achieve SLAs.
• Maintain service availability in excess of 99.5%.
• Create and maintain relevant server support documentation.
• Provide input into change control, project planning, and BC/DR activities.
• Perform general Wintel support duties and schedule maintenance tasks as required.
• Adhere to change control – create and implement changes as required to maintain the environment and ensure stability of the Microsoft Windows Server environment and supported Microsoft services.
• Assist with projects as required. Some projects may require after-hour work