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...