Responsibilities :
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).
Additional Responsibilities:
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
Technical and Professional Requirements:
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