Lead Administrator (Support &Operations)

Job Summary

L2 Windows Engineer is responsible for day-to-day operations, incident resolution, and support of Windows environments, ensuring SLA adherence and supporting L3 teams for complex issues.

Key Responsibilities

Incident & Service Management Handle: Incidents, Service Requests, and Change tickets Urgent Req...ns Support | Outlook Ensure SLA-based resolution and proper ticket updates Escalate complex issues to L3 2. Windows Server Administration Manage Windows Server environments: 2012 / 2016 / 2019 / 2022 Perform: User account management AD, DNS, and Group Policy support Urgent Req...ns Support | Outlook 3. Patching & Compliance Execute: OS patching (via SCCM/WSUS) Urgent Req...ns Support | Outlook Validate patch success and rollback if needed Support security compliance activities 4. Basic Troubleshooting Troubleshoot: OS issues Performance and connectivity problems Urgent Req...ns Support | Outlook Perform initial root cause analysis 5. Monitoring & Operations Monitor server health using tools Perform routine checks and preventive maintenance Support capacity and performance monitoring 6. Backup & Restore Support Execute backup jobs and monitor failures Perform basic restore activities Escalate critical recovery issues 7. Change & Release Support Implement approved changes (CAB aligned) Support deployments and upgrades Validate post-change stability 8. Documentation Update: SOPs Runbooks Knowledge Base articles Maintain proper ticket documentation

Skill Requirements

Mandatory Windows Server administration Active Directory, DNS, GPO Urgent Req...ns Support | Outlook Incident & Service Management (ITIL basics) OS troubleshooting (L2 level) Good to Have SCCM / WSUS patching Basic PowerShell Monitoring tools exposure

Other Requirements

Key Expectations (L2 Level) Strong hands-on operations support SLA adherence for tickets Proper escalation handling Coordination with L3 and other towers