Expert Wintel Support Engineer
Dubai, UNITED ARAB EMIRATES
Job description
· Job Description:
Position 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 project may require after hour work.
Key responsibilities include:
· 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, 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
· Assist with
· Performing reasonable requests from management as required to effectively support the assigned client.
Technical Knowlege Requirements
· Thorough knowledge of Disaster Recovery Solutions using VEEAM, VMware SRM and other Orchestration layers
· 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 the 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.
MINIMUM Qualifications and Education Requirements
· Bachelor’s Degree in Computer Science, Information Systems, or equivalent.
· MCSE / MCP
· Additional Microsoft Certifications a bonus
· ITIL Foundation Certificate v3 a bonus
SOFT SKILLS, KNOWLEDGE AND ABILITIES REQUIREMENTS
· Ability to work with related teams in order to achieve SLAs
· Ability to create and maintain documentation and provide relevant reports. This will require good working knowledge of MS word, Excel, Visio and PowerPoint.
· Ability to work independently with accuracy and minimum supervision
· Solid knowledge of standards and best practices.
· Knowledge of relevant government regulations and ability to maintain compliance to such regulations.
· Excellent command of English is crucial. Good verbal and written skills.
· Good interpersonal skills.
· Ability to take initiatives and assist improve the Windows Server environment performance and management
EXPERIENCE REQUIREMENTS – expert Level
· 12+ years of overall experience with Microsoft Windows Server support within server environments exceeding 100 servers.
· Be able to understand and create complex scripts (PowerShell, VBS, Python)
· Excellent troubleshooting skills
· Ability to accurately perform RCA on resolved incidents and problems and provide best practice permanent solution to avoid recurrences.
· Be able to successfully demonstrate proficiency in at least 95% of Technical knowledge requirements and be able to 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.