About the role- The ideal candidate would be responsible to own end-to-end support and operations of Microsoft-based infrastructure in a 24x7 managed services environment.

Job Responsibilities-

• Provide advanced technical support for Microsoft technologies including Active Directory, Exchange, SCCM, SQL clustering, and SharePoint across enterprise environments.
• Manage and support Windows Server and desktop operating systems, ensuring high availability and performance.
• Administer and maintain virtualized environments (Hyper-V and related platforms).
• Troubleshoot and resolve complex infrastructure issues across Windows servers, applications, and virtual environments.
• Act as an escalation point for L2/L3 incidents, ensuring timely resolution within defined SLAs.
• Perform root cause analysis (RCA) for recurring issues and implement preventive solutions.
• Manage and resolve support tickets end-to-end, ensuring proper categorization, prioritization, and closure.
• Follow ITIL processes (Incident, Problem, and Change Management) in a structured support environment.
• Ensure regular patching and updates of Windows servers using Configuration Manager and related tools.
• Support backup and recovery operations using Veeam, Commvault, or similar tools.
• Support hybrid environments, including on-premises and Azure Local integrations.
• Provide basic administration and troubleshooting support for Linux environments where applicable.
• Monitor infrastructure systems, respond to alerts, and take corrective action to ensure service continuity.
• Participate in 24x7 shift rotations and on-call support, handling priority incidents as required.
• Provide technical support to internal or external clients via phone, email, or deskside support.

Required skills-

• 8 to 10 years of experience in technical support, system administration, or infrastructure management.
• Experience in managed services or MSP environments.
• Experience with Windows and Linux server operating systems.
• Experience working in a 24x7 technical support environment.
• Advanced hands-on knowledge of Microsoft technologies, including Active Directory, Exchange, SCCM, SQL failover clustering, SharePoint, and other on-premises Microsoft applications in an enterprise IT environment.
• Strong troubleshooting skills across Windows Server and desktop operating systems.
• Experience with Hyper-V clustering and other virtualization technologies.
• Experience with backup platforms such as Veeam and Commvault.
• Working knowledge of Azure Local and Linux operating systems is an asset.
• Ability to stay current with Microsoft server tools, technologies, and platform features.
• Experience maintaining Windows servers through effective patch management using Configuration Manager and related tools.
• Proven ability to resolve support tickets, maintain knowledge articles, and contribute to problem management through to full resolution.
• At least 5 years of experience supporting internal or external clients by phone, email, or deskside.
• Experience with PowerShell.
• ITIL knowledge or certification is an asset.
• Experience working in a 24x7 technical support environment.
• Candidates should be able to join in 45 days or less.

Good to have certifications-

• Windows Server Hybrid Core Infrastructure (AZ-800) - mandatory or highly preferred.
• Windows Server Hybrid Advanced (AZ-801) - mandatory or highly preferred.
• Microsoft Certified Systems Engineer (MCSE) certification - mandatory or highly preferred.
• ITIL Foundation Certification (v4) - nice to have.