Job Description
Key Responsibilities
Monitoring First-Level Support
- Monitor Windows Server, Active Directory services, and related infrastructure using enterprise monitoring tools.
- Respond to alerts, perform initial triage, and determine escalation paths based on SOPs.
- Conduct routine Windows system health checks and document findings.
Incident Handling Escalation
- Act as the first responder during shift for Windows Server or service-related incidents.
- Perform basic troubleshooting (Event Viewer logs review, service status checks, disk/CPU/memory analysis, network connectivity tests).
- Create and update incident tickets with clear and accurate information.
- Escalate promptly to L2 WinTel engineers or vendor support when issues exceed L1 scope.
Operational Tasks
- Support routine operational tasks such as daily health checks, updating and closing ITSM tickets, user account admini...
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