About the Role:

We are seeking an L1+ Windows Infrastructure and Microsoft 365 Support Engineer to join our 24/7 IT operations team. The candidate will be responsible for monitoring, administration, troubleshooting, and maintenance of Windows Server infrastructure, Active Directory, Hyper-V, Microsoft Entra ID, Azure, and Microsoft 365 services.

Total Experience: 5 - 8 years

Key Responsibilities:

- Administer and troubleshoot Windows Server infrastructure, including operating systems, services, scheduled tasks, event logs, performance issues, RDP connectivity, file servers, permissions, and hardware health.

- Monitor server availability, CPU, memory, disk utilization, disk I/O, network connectivity, and infrastructure health; maintain server inventory and perform routine health checks.

- Manage Active Directory users, groups, computers, OUs, password resets, account unlocks, and privileged access; troubleshoot GPOs, AD replication, domain controller health, SYSVOL, authentication, and account lockouts.

- Administer DNS and DHCP services, troubleshoot name resolution and IP allocation issues, and support FSMO role awareness, Windows Time Service, and domain time synchronization.

- Monitor and administer Hyper-V hosts, virtual machines, virtual disks, checkpoints, and Windows Failover Clusters; troubleshoot VM availability and identify orphaned VHD/VHDX files.

- Perform approved Windows Server patching, including pre-checks, backup verification, deployment, reboot coordination, post-patch validation, and compliance reporting; monitor backup jobs and support restore validation, vulnerability remediation, CIS compliance, and security hardening.

- Monitor infrastructure using ManageEngine OpManager, PRTG, Zabbix, or equivalent tools; investigate alerts, troubleshoot recurring issues, and coordinate remediation.

- Administer Microsoft Entra ID users, groups, licenses, and access; troubleshoot authentication, MFA, Conditional Access, sign-in issues, and Entra Connect synchronization failures.

- Perform basic Azure administration, including VM health, availability, monitoring, networking, and access checks; support certificate expiry monitoring and PKI-related troubleshooting.

- Administer Microsoft 365 and Exchange Online, including users, licenses, shared mailboxes, distribution lists, mailbox permissions, and resource mailboxes; troubleshoot mail flow, NDRs, message delivery, Outlook connectivity, and hybrid mail routing where applicable.

- Support Microsoft Intune device enrollment, compliance policies, configuration profiles, application deployment, and endpoint management; troubleshoot SharePoint Online permissions, OneDrive synchronization, and Microsoft Teams access and meeting issues.

- Investigate phishing reports, quarantined emails, and Microsoft Defender for Office 365 alerts; support security investigations, audit evidence collection, and compliance reporting.

- Use PowerShell, Microsoft Graph, and Exchange Online PowerShell for routine administration, troubleshooting, reporting, and approved automation activities.

- Manage incidents and service requests through ConnectWise, ServiceDesk Plus, or equivalent ticketing tools; meet SLAs, execute approved changes, follow rollback and maker-checker procedures, and escalate complex issues with appropriate technical evidence.

- Maintain operational documentation, runbooks, daily health checks, shift handovers, and periodic reports while coordinating with internal teams, customers, and vendors in a 24/7 rotational support environment.

Requirements:

- Hands-on Windows Server administration and troubleshooting experience.

- Working knowledge of AD, GPO, DNS, DHCP, replication, and authentication.

- Practical knowledge of Hyper-V, virtual disks, and Windows Failover Clustering fundamentals.

- Experience with patching, monitoring, backup operations, and vulnerability remediation.

- Working knowledge of Microsoft Entra ID, Azure fundamentals, Microsoft 365, Exchange Online, Intune, SharePoint, OneDrive, and Teams.

- Familiarity with Microsoft Defender for Office 365, certificates/PKI, and PowerShell.

- Understanding of TCP/IP, DNS resolution, RDP, ports, and network connectivity troubleshooting.

- Experience with ticketing systems, incident management, change management, and SLA-driven support.

- Bachelor's degree or diploma in Computer Science, Information Technology, or a related discipline preferred.

- Microsoft certifications such as AZ-900, AZ-104, MS-900, or relevant role-based certifications are desirable.

- Willingness to work in 24/7 rotational shifts, including weekends and holidays according to the roster.