Senior Support Engineer

Role Summary

The Senior Support Engineer - Systems, is a highly skilled technical professional responsible for supporting and managing Windows technologies, Azure, O365, and virtualization platforms. This role involves troubleshooting and optimizing enterprise systems, ensuring high availability, and delivering efficient IT service solutions. The Senior Support Engineer will be the go-to expert for resolving complex technical issues, administering cloud services like Azure, managing O365 environments, and providing support for virtualized infrastructure (VMware/Hyper-V).In this role, you will oversee day-to-day system operations, provide escalated support, and ensure the performance and security of Windows-based systems, cloud resources, and virtualized environments. You will collaborate with cross-functional teams, mentor junior engineers, and contribute to the optimization of IT services while maintaining a focus on scalability, performance, and security.

Key Responsibilities

Windows Technologies Support:- Provide advanced support and troubleshooting for Windows Server environments (Windows Server 2016/2019/2022).- Manage Active Directory, Group Policy, DNS, and DHCP services.- Administer and troubleshoot issues related to file systems, print servers, Windows networking, and system security.Azure Support & Management:- Provide support for Azure cloud infrastructure, including resource provisioning, network configuration, and security management.- Administer and troubleshoot Azure Active Directory, Virtual Machines (VMs), Storage accounts, Azure Backup, and Azure Site Recovery.- Assist with cloud migration and integration strategies, ensuring optimal cloud performance and cost-efficiency.O365 Administration:- Manage and support O365 services including Exchange Online, SharePoint Online, OneDrive for Business, and Teams.- Handle user provisioning, mailbox management, and security configurations for O365 environments.- Troubleshoot issues related to email flow, collaboration tools, and cloud-based productivity solutions.Virtualization Support:- Support virtualization technologies such as VMware vSphere, Nutanix and Microsoft Hyper-V.- Manage virtual machines, hosts, and clusters, ensuring high availability, performance, and efficient resource allocation.- Implement and troubleshoot VM snapshots, templates, and resource pools.Incident & Problem Management:- Handle escalated support tickets, providing resolution to complex issues in a timely manner.- Collaborate with cross-functional teams to resolve system issues, focusing on root cause analysis and preventive measures.- Monitor system health and proactively address potential system failures or performance degradation.System Performance & Optimization:- Monitor the performance and health of Windows, Azure, O365, and virtualized systems.- Optimize system configurations to improve performance, scalability, and availability.- Perform system tuning, backup verification, and disaster recovery testing.Documentation & Reporting:- Maintain comprehensive documentation of system configurations, troubleshooting steps, and known issues.- Generate regular reports on system performance, service requests, and support tickets.- Document processes for knowledge sharing and team reference.Security & Compliance:- Ensure systems comply with security best practices, applying security patches and updates.- Configure and manage firewalls, antivirus, and other security measures to protect systems.- Assist with security audits and ensure compliance with internal security policies and industry standards.Team Collaboration & Knowledge Sharing:- Collaborate with other engineers, network teams, and IT staff to provide integrated IT solutions.- Mentor and train junior support engineers, sharing knowledge and best practices.- Participate in internal knowledge-sharing sessions and provide expertise on complex system issues.Functional/Technical Competencies: - Strong proficiency in Windows Server environments (2016, 2019, 2022).- Experience with Azure Active Directory, Azure virtual machines, and Azure Backup.- In-depth knowledge of O365 services such as Exchange Online, Teams, SharePoint, and OneDrive for Business.- Expertise in VMware, Nutanix and Hyper-V virtualization platforms, including troubleshooting and performance tuning.- Knowledge of PowerShell scripting for automation of routine administrative tasks.Education: - Bachelor’s degree or Diploma in Computer Science, Information Technology, or a related field.Experience:- 7-10 years of hands-on experience supporting and managing Windows technologies (Windows Server, Active Directory, DNS, DHCP, etc.).- Solid experience in Azure cloud management including Azure Active Directory, Azure VMs, and Azure Storage.- Proficiency in O365 administration, including user management, troubleshooting, and security configuration.- Strong background in virtualization technologies, such as VMware, Nutanix and Hyper-V.- Hands-on experience with backup solutions and disaster recovery strategies for systems and cloud environments.