Senior Windows Support Engineer

WINDOWS L3 - SUPPORT ENGINEER - CISCLD

• Strong experience in Microsoft Windows Server (2012/2016/2019/2022/2026) administration • Hands-on expertise in VMware (ESXi, vCenter, clusters) • Deep understanding of:  Active Directory architecture  DNS, DHCP  Group Policy design & troubleshooting  AD replication concepts • Advanced PowerShell scripting capability • Experience with security patching, vulnerability management, and audits • Familiarity with monitoring and performance tools • Strong analytical, problem-solving, and troubleshooting skills • Strong communication and client-handling capabilities • Proven experience managing high-pressure critical incidents • Ability to work in 24/7 shift environments • Strong collaboration and mentoring mindset • Experience working in large enterprise environments • Microsoft Certifications (MCSA / MCSE or equivalent) • VMware Certification (VCP) – desirable • ITIL Foundation – added advantage We are seeking a highly skilled Windows L3 Support Engineer to act as a senior technical specialist responsible for managing and supporting enterprise Windows and VMware environments. The role involves advanced troubleshooting, P1/P2 incident management, infrastructure stability, and mentoring L2 engineers. The candidate will play a critical role in ensuring high system availability, operational excellence, and continuous service improvement in a shift-based support model. Perform advanced troubleshooting and resolution for complex Windows and VMware infrastructure issues. Act as the primary escalation point for L2 teams. Lead P1/P2 incident bridge calls (war-room) and ensure timely resolution. Ensure system uptime, stability, and performance optimization. Collaborate with clients and stakeholders for issue resolution and service improvements. Conduct root cause analysis (RCA) and implement preventive measures. Manage and maintain Active Directory, DNS, DHCP, Group Policies, and replication processes. Perform patch management, vulnerability remediation, and compliance activities. Automate operational tasks using PowerShell scripting. Monitor infrastructure using standard tools and proactively address alerts. Mentor and guide L2 engineers to enhance team capability. Follow and adhere to ITIL processes (Incident, Problem, Change Management).