Job Summary:
Key Responsibilities:
Incident Management:
- Monitor and manage new incidents in the IT Service Management (ITSM) system.
- Troubleshoot and resolve system-related issues effectively.
- Timely follow-up and closure of incidents.
- Update incident statuses in the ITSM system.
Service Request Fulfillment:
- Monitor new service requests (SRs) and manage assigned SRs.
- Configure and set up new systems.
- Perform OS and application hardening.
- Ensure timely follow-up and closure of SRs.
- Update SR statuses in the ITSM system and inform the Asset Management team about issued/returned assets.
Monthly Patching:
- Apply monthly patches to systems.
- Conduct testing after patch application to ensure system stability.
24x7 Standby Support:
- Provide 24x7 on-call support.
- Visit onsite as required to resolve critical issues.
Daily Health Checks and Vendor Coordination:
- Conduct and document daily health checks, submitting comprehensive reports.
- Escort vendors onsite when required to perform their services.
Additional Tasks:
- Execute tasks typically expected of a System Engineer.
Qualifications and Experience:
Minimum Requirements:
Experience: At least 3 years of experience in Microsoft Server administration.
Certification: Microsoft Certified Solutions Associate (MCSA).
Skills and Proficiency:
- Expertise in managing Windows Server environments.
- Strong troubleshooting skills to resolve technical issues effectively.
- Familiarity with IT Service Management (ITSM) systems for tracking and updating incidents/service requests.
- Understanding of system patching and testing protocols.
- Ability to perform system hardening to enhance security.
