Educational Qualification: Bachelor or Master’s Degree or Equivalent
Years for work Experience: 3+ Yrs
Location: USA / EMEA / APAC / India
Nature Of Position: Permanent (E) / Sub-contractor

Job Family Details / Responsibilities    
• Leadership - handle technically challenging and politically sensitive customer situations
• Strong communications skills – Excellent spoken and written English communication. 
• Effective, polished interaction with customer to gather information quickly; explain customer responsibilities in resolving issue; communicate next steps and status; and inspire confidence
• The successful Support Engineer has the drive and intellectual horsepower to resolve difficult customer issues; directly supports customers through telephone, email, and chat services as applicable
• Demonstrable troubleshooting skills
• Cross-team collaboration

Networking (NET):
o TCP/IP communications
o DNS
o Access to file shares (SMB)
o Access to file shares (DFS namespace)
o Dynamic Host Configuration Protocol (DHCP)
o Wireless networking and 802.1X authentication
o Remote access (DirectAccess)
o Site-to-site VPN connectivity issues
o Remote access (VPN, RRAS and CMAK)

Performance (PERF):
o Bug checks, Stop errors, and unexpected restarts
o Error while starting the computer, or you cannot start Windows
o High CPU utilization, Memory leak or resource depletion
o Application error, hang, or crash

User Experience (UEX):
o RDS (Remote Desktop Services)
o UI/Shell
o WMI, Script, PowerShell, Etc, Printing
o Apps, App-V, UE-V

Device and Deployment:
o Windows Patching and Deployment Windows Update
o Windows Upgrade
o Windows Licensing (Retail, OEM, MAK, KMS, E3, E5)
o Autopilot (Preferred)
o Windows server (2008, 2008 R2, 2012, 2012 R2, 2016, 2019) and Client (Win 7, Win 10) Enterprise level troubleshooting
o Log analysis with reference to Windows Deployment.

Storage & High Availability (HA):
o Hyper V | Hypervisor | Hyper V Architect
o Cluster| Failover Cluster | Clustering 
o SAN | NAS
o Windows Firewall
o Storage & Backup | Configuration | Types | Stack
o Server 2008 till 2019 | features | variances.
o Windows Update| Type of Updates | Cumulative Update | LTSC Long Term Service Channel
o DFS & MSDTC
o VSS | Back up
o Server Core machine | Server Hardware | Upgrading Server 

Active Directory:
o Distributed File System (DFS) maintenance and design
o Active Directory Federation Services (ADFS) infrastructure management 
o Directory integration with Azure via Azure A.D. Connect
o Multi-forest management within the Active Directory as well as dealing with one-way and two-way trust relationships and ADFS
o Active Directory re-structuring and object migration
o Group Policy design, management, and troubleshooting
o Active Directory replication topologies including Site, Site-Links, and Bridgehead Servers
o DNS Server management including DNS zone migration, design, and configuration
o DHCP Server management and IP address management.

Primary Skill    
Windows Administration, Networking, Performance Tuning, Patch Management, Windows Upgrades into production environment, including customer facing or customer support roles.