Engineer (Tools & Automation)

Job Summary

We are seeking a motivated L1 Windows Systems Administrator to join our infrastructure support team. In this role, you will act as the first line of technical support for our enterprise Windows server environment and core infrastructure. You will follow documented runbooks to resolve basic server alerts, perform routine system maintenance, and escalate complex issues to higher tier engineering teams

Roles & Responsibilities

Infrastructure Monitoring & Maintenance

• Server Health Monitoring: Monitor infrastructure alerts using enterprise tools for high CPU, memory spikes, and low disk space.
• Patch Compliance: Assist with monthly Microsoft Windows patching schedules and routine health checks, basic vulnerability handling
• Basic understanding of the environment: to handle ad-hoc requests where a customer cannot articulate what they need, you must shift from a reactive support agent to a proactive problem solver.
• Incident Management & Operations: ticketing based requests and alerts need to be addressed.

• Ticket Lifecycle: Log, categorize, and document all technical support requests within the ServiceNow Ticketing Platform.
• SLA Adherence: Ensure all acknowledged alerts and incidents are picked up and processed within defined SLA agreements.
• Escalation Path: Efficiently hand off unsolved or complex issues to Level 2 and Level 3 engineering teams with clear diagnostic notes.

Key Responsibilities

Required technical skills:

• Basic understanding of Operating Systems such as Windows Servers 2003 to 2022
• Basic understanding of Active Directory, DNS, Group policies, VMware infrastructure
• Basic knowledge in PowerShell scripting
• File/Print services

Skill Requirements

Soft Skills

• Good troubleshooting mindset
• Strong communication skills
• Ability to work in shifts (24x7 support environment)
• Documentation and reporting skills

Other Requirements