MS Engineer L2- Windows

NTT Limited; Mumbai; On-site; INR 600,000 - 900,000; Full time

Job summary

NTT DATA is seeking a Windows L2 Support Engineer to maintain and troubleshoot Windows Server environments across 2012-2022. You will manage incidents, perform root cause analysis, and coordinate with network, storage, and application teams to resolve cross-functional issues.

In this role you will follow ITIL processes, contribute to change management, and create knowledge articles and SOPs. A Bachelor's degree and ITIL/Microsoft certifications are preferred.

Qualifications

• Windows Server administration experience.
• Experience with Active Directory, DNS, DHCP, and Group Policy.
• Familiarity with patch management and ITIL processes.

Responsibilities

• Provide L2 support for Windows Server environments, including 2012/2016/2019/2022.
• Troubleshoot incidents related to OS performance, server availability, and services.
• Handle backups, disaster recovery, and coordination with storage teams.
• Follow ITIL processes and update incident records and SOPs.

Job description

Make an impact with NTT DATA

Join a company that is pushing the boundaries of what is possible. We are renowned for our technical excellence and leading innovations, and for making a difference to our clients and society. Our workplace embraces diversity and inclusion – it’s a place where you can grow, belong and thrive.

Your day at NTT DATA

As a Cross Technology Managed Services Engineer (L2) at NTT DATA, you will play an essential role in maintaining our clients' IT infrastructure and systems. Your expertise will help keep everything running smoothly by proactively monitoring, identifying, investigating, and resolving technical incidents and problems. You'll be the go-to person to restore services and ensure our clients' satisfaction. Your typical day involves managing work queues, addressing incidents and requests within agreed SLAs, and updating tickets with the actions taken. By identifying, analysing, and logging issues before they elevate, you'll be instrumental in maintaining service quality. You'll also collaborate closely with other teams and clients to provide second-level support, ensuring seamless communication and efficient problem resolution. You will execute changes meticulously, understanding and mitigating risks, and contribute to the change management process with detailed documentation. Your role includes auditing incident and request tickets for quality, recommending improvements, and identifying tasks for automation to enhance efficiency. Additionally, you will handle client escalations with professionalism and assist in disaster recovery functions and tests when necessary. Working within our diverse and inclusive environment, you'll help drive the optimization of efforts by working with automation teams and supporting L1 Engineers. Your responsibility also extends to contributing to various projects, ensuring that all changes are approved, and maintaining a positive outlook even in high-pressure situations.

To thrive in this role, you need to have:

Job Description: Windows L2 Support Engineer

Key Responsibilities

• Provide L2 support for Windows Server environments, including Windows Server 2012/2016/2019/2022.


• Troubleshoot and resolve incidents related to OS performance, server availability, hardware alerts, services, and applications.


• Manage and troubleshoot Active Directory, Group Policy, DNS, DHCP, and file/print services.


• Handle user access, permissions, NTFS/share permissions, and local/domain account-related issues.


• Monitor server health, event logs, disk utilization, CPU, memory, and service availability.


• Perform patching activities, vulnerability remediation, and security updates in accordance with change-management procedures.


• Troubleshoot Windows clustering, IIS, RDP, WSUS, and basic PowerShell-related issues, as applicable.


• Support backup and restore activities and coordinate with backup/storage teams for failures.


• Investigate recurring incidents, conduct root cause analysis, and create problem tickets where required.


• Escalate unresolved or high-priority issues to L3 teams, SMEs, vendors, or Microsoft, with complete troubleshooting details.


• Create and update incident records, work notes, knowledge articles, SOPs, and technical documentation.


• Participate in shift handovers, daily operational reviews, and customer/team calls.


• Follow SLA, ITIL processes, change management, incident management, and problem management procedures.


• Coordinate with network, storage, database, security, and application teams to resolve cross-functional issues.

Required Technical Skills

• Strong knowledge of Windows Server administration and troubleshooting.


• Experience with Active Directory, DNS, DHCP, Group Policy, IIS, and file server management.


• Understanding of Windows event logs, performance monitoring, and service management.


• Basic knowledge of PowerShell scripting and automation.


• Knowledge of patch management tools such as WSUS, SCCM, or similar tools.


• Familiarity with monitoring tools such as SCOM, SolarWinds, Nagios, or similar platforms.


• Basic understanding of virtualization platforms such as VMware or Hyper-V.


• Knowledge of backup tools and restoration procedures.


• Understanding of ITIL processes and ticketing tools such as ServiceNow, Remedy, or Jira.

Preferred Qualifications

• Bachelor's degree in Computer Science, Information Technology, or a related field.


• Microsoft certifications such as AZ-800, AZ-801, MCSA/MCSE (legacy), or Azure Administrator certification.


• 4+ years of experience in Windows Server support or infrastructure operations.

Key Competencies

• Strong troubleshooting and analytical skills.


• Ability to prioritize incidents based on severity and business impact.


• Good communication skills for customer coordination and technical escalation.


• Ability to work in rotational shifts and support on-call activities.


• Documentation discipline and adherence to operational processes.

Workplace type: Hybrid Working

About NTT DATA

NTT DATA is a $30+ billion business and technology services leader, serving 75% of the Fortune Global 100. We are committed to accelerating client success and positively impacting society through responsible innovation. We are one of the world's leading AI and digital infrastructure providers, with unmatched capabilities in enterprise-scale AI, cloud, security, connectivity, data centers and application services. Our consulting and industry solutions help organizations and society move confidently and sustainably into the digital future. As a Global Top Employer, we have experts in more than 70 countries. We also offer clients access to a robust ecosystem of innovation centers as well as established and start-up partners. NTT DATA is part of NTT Group, which invests over $3 billion each year in R&D.

Equal Opportunity Employer NTT DATA is proud to be an Equal Opportunity Employer with a global culture that embraces diversity. We are committed to providing an environment free of unfair discrimination and harassment. We do not discriminate based on age, race, colour, gender, sexual orientation, religion, nationality, disability, pregnancy, marital status, veteran status, or any other protected category.

Join our growing global team and accelerate your career with us.

Is innovation part of your DNA? Do you want to enable a connected future for people, organizations, and society? Join our growing global NTT family and you'll be part of the world's largest ICT company (by revenue). We've combined the capabilities of 28 remarkable companies to become one, leading technology services provider. Together, we help our people, clients, and communities do great things with technology to create a more secure and connected future. We employ 40,000 people across 57 countries. By bringing together the world's best technology companies and emerging innovators, we work together to deliver sustainable outcomes to businesses and the world. Innovation is part of our DNA. We believe it's key to what makes us different. So, we strive to move forward, challenge the status quo, and drive excellence through the technologies we integrate and the services we deliver around the world. The result is connected cities, connected factories, connected healthcare, connected agriculture, connected conservation, connected mobility, and connected sport. Together we enable the connected future. You'll be joining a global employer that is committed to attracting, growing and keeping the best talent. A place where you will be at the heart of our success!