Senior Windows Engineer - Managed Services

The Senior Windows Engineer - Managed Services provides senior-level operational support for Microsoft Windows environments across Managed Services customers. The role is primarily focused on Windows engineering, ticket queue management, daily service monitoring, incident resolution, and break-fix support rather than solution design or architecture. This engineer serves as an escalation point for complex Windows issues, participates in an on-call rotation, and works across technologies and teams to understand the broader impact of changes and incidents.

Success requires strong communication, sound technical judgment, and the ability to solve immediate problems while considering downstream effects across the customer environment.

Own and manage Windows engineering tickets and service requests through resolution, providing timely and accurate status updates. Monitor Windows services and infrastructure, respond to alerts, identify emerging issues, and take appropriate corrective action. Troubleshoot and resolve complex break-fix issues involving Windows Server and related enterprise services. Serve as a senior escalation point for incidents that require advanced Windows troubleshooting and problem-solving.

Administer and support Windows Server environments, including physical, virtual, and cloud-hosted systems. Support Active Directory, Group Policy, DNS, DHCP, certificate services, authentication, and related Windows services. Use Power Shell and other tools to automate routine support, reporting, health-check, and remediation activities. Support patching, upgrades, configuration changes, lifecycle activities, and maintenance in accordance with change-management requirements. Assess the broader impact of incidents and technical changes across connected systems, customer teams, and other technology towers.

Communicate clearly with customers and internal teams regarding issues, risks, dependencies, progress, and resolution. Document troubleshooting steps, resolutions, support procedures, knowledge articles, and operational standards. Collaborate with infrastructure, cloud, security, networking, application, and service delivery teams in a multi-technology Managed Services environment. Mentor other engineers and share technical knowledge and operational best practices. Participate in a scheduled on-call rotation to support service availability outside standard business hours.

Bachelor's degree in Computer Science, Information Technology, or a related field and at least 7 years of relevant infrastructure engineering experience, or equivalent professional experience. At least 5 years of experience administering and supporting Windows Server in enterprise environments. Strong experience troubleshooting Windows infrastructure incidents and resolving complex operational issues. Strong experience with Active Directory, Group Policy, DNS, DHCP, Windows security, certificates, and identity services.

Experience creating Power Shell automation for operational support, reporting, health checks, and remediation. Experience with Windows virtualization, clustering, patching, configuration management, monitoring, backup, and recovery technologies. Experience working with ticketing systems, managing an engineering queue, and meeting service-level commitments. Experience supporting business-critical services within Incident, Problem, and Change Management processes. Strong communication and customer-service skills, including the ability to explain technical issues to technical and non-technical audiences.

Ability to evaluate problems from multiple perspectives, anticipate downstream impacts, identify affected stakeholders, and communicate proactively. Ability to manage multiple priorities, work independently, document solutions clearly, and collaborate across technical teams. Willingness to participate in an on-call rotation. Experience supporting Windows environments in a Managed Services, multi-customer, or enterprise operations setting, is a plus. Experience with Microsoft Azure or hybrid Windows environments, is a plus.

Experience with Hyper-V, Windows Server Failover Clustering, Microsoft Configuration Manager, Windows Server Update Services, Azure Update Manager, Microsoft Intune, or comparable tools, is a plus. Experience with Azure Arc, Azure Monitor, Log Analytics, Microsoft Defender for Cloud, Microsoft Sentinel, or System Center Operations Manager, is a plus. Experience supporting Remote…