Job Description:

What You'll Bring to the Role-

- 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 VMware, 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 setting.

Education

- Bachelor's degree in Computer Science, Information Technology, or a related field (preferred).

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)- mandatory or highly preferred.
- ITIL Foundation Certification (v4)- nice to have.

Work Experience

- 8 to 10 years of experience in technical support, system administration, or infrastructure management.
- Experience in managed services or MSP environments.
- Experience working in a 24x7 technical support environment.

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Requirements:

Why WWT?

World Wide Technology (WWT) strives to make a new world happen. WWT's work benefits clients and partners as much as it does its people and community across the globe.

Founded in 1990, WWT brings together strategy,



deep technical expertise and world-class partnerships to help public and private sector organizations design, build and scale intelligent AI, digital, cybersecurity, cloud and infrastructure solutions. Through its Advanced Technology Center (ATC) - a collaborative ecosystem featuring state-of-the-art hardware and software - WWT enables clients and partners to conceptualize, test and validate innovative technology and then deploy solutions at scale using its global integration and distribution capabilities.

With more than 14,000 team members and over 60 locations globally, WWT's culture—grounded in core values and leadership philosophies—has been recognized by Fortune® and Great Place to Work for its commitment to innovation, trust and creating a great place to work for all.

WWT provides products and services to large enterprise, global service provider and public sector clients in up to 130 countries across six continents. Softchoice, a World Wide Technology company, supports commercial and SMB markets in the U.S. and Canada.

Role Overview-

We are seeking an experienced Tier 3/Tier 4 Support Engineer to provide advanced, escalation-level support for on-premises Microsoft infrastructure in an enterprise environment. This role serves as the highest level of technical escalation for complex incidents, problem management, and infrastructure maintenance across core Microsoft platforms, acting as a subject-matter expert and mentor to Tier 1/Tier 2 support staff while owning full resolution of the most challenging technical issues.

Key Responsibilities-

Technical Escalation & Incident Resolution

- Serve as the final escalation point for complex, unresolved incidents involving Active Directory, Exchange, SCCM, SQL Server failover clustering, SharePoint, and other on-premises Microsoft applications.




- Diagnose and resolve advanced issues across Windows Server and desktop operating systems, applying deep root-cause analysis rather than workaround fixes.
- Lead major incident response and drive issues through to full resolution, coordinating with cross-functional teams as needed.
- Own problem management activities, identifying recurring issues, performing root cause analysis, and implementing permanent fixes.

Infrastructure Management
- Administer and maintain Hyper-V clustering and other virtualization technologies to ensure high availability and performance.
- Manage backup and recovery operations using platforms such as Veeam and Commvault, including troubleshooting failed jobs and validating recovery integrity.
- Maintain Windows servers through structured patch management using Configuration Manager and related tools, minimizing risk while ensuring compliance.
- Support and maintain working knowledge of Azure Local and Linux operating systems where applicable within the environment.

Automation & Continuous Improvement
- Develop and maintain PowerShell scripts to automate routine administration, monitoring, and remediation tasks.
- Contribute to and maintain knowledge base articles to support consistent, high-quality issue resolution across the support organization.
- Stay current with Microsoft server tools, technologies, and platform features, recommending improvements to infrastructure and support processes.

Client & Stakeholder Support
- Provide advanced technical support to internal or external clients via phone, email, and deskside interaction as needed.
- Communicate clearly with both technical and non-technical stakeholders, setting expectations and providing status updates on complex issues.
- Participate in a 24x7 support rotation, providing on-call coverage for critical infrastructure issues outside standard business hours.

Process & Governance
- Apply ITIL-aligned practices across incident, problem, and change management processes.
- Ensure changes to production systems follow established change management and approval procedures.

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