Windows Operations Engineer (L2)

Essential Roles & Responsibilities

Ticket Management & Resolution

• Take ownership of Level 2 support tickets within the ITSM system, managing them from initial investigation through to resolution
• Investigate, diagnose, and resolve Windows‑related incidents, service requests, and standard changes in line with agreed processes
• Actively manage ticket progress, providing timely updates, clear resolution notes, and professional communication
• Escalate complex, high‑risk, or unresolved issues to Level 3 teams with detailed evidence and diagnostic information
• Support problem management by identifying recurring issues, trends, and contributing to root cause analysis activities

Windows Operations Support

• Support and maintain Windows Server environments, including Active Directory, DNS, DHCP, Group Policy, and core system services
• Perform routine operational tasks such as patching, monitoring, health checks, and system maintenance activities
• Support backup and recovery operations in line with documented procedures and recovery objectives
• Assist with user access management, permissions, and identity‑related tasks in accordance with security policies

Managed Services Operations

• Operate within a managed services framework, following defined runbooks, change controls, and operational procedures
• Work closely with Service Desk, Service Assurance, and Level 3 engineering teams to ensure seamless support
• Ensure all technical actions, changes, and resolutions are fully documented and audit‑ready
• Contribute to shift handovers, operational continuity, and knowledge sharing across the team

Financial Services & Regulatory Compliance

• Adhere to security, compliance, and operational controls required for regulated and financial services customers
• Ensure all work is carried out in accordance with change, access, and data protection policies
• Maintain accurate records and evidence to support audits, compliance reviews, and customer assurance
• Support operational resilience and service continuity objectives through disciplined operational practices

Governance & Reporting

• Maintain accurate and detailed ticket records, including investigation steps, actions taken, and resolution outcomes
• Contribute to service reporting, SLA tracking, and operational performance metrics
• Support post‑incident reviews and problem management by providing clear technical input

Teams to Collaborate With

• Service Desk - Receive escalated tickets and provide feedback to improve first‑line resolution

• Service Assurance / NOC - Coordinate incident response and monitoring activities

• Infrastructure & Platform Engineers - Escalate complex issues and support deeper investigations

• Customer Experience & Managed Service - Ensure customer expectations are met

• Security & Compliance Teams - Support secure and compliant operations

• Develop strong Windows infrastructure skills

• Grow within a structured managed services environment

Position Specifications

Behavioural Competencies - Organisational & Behavioural Fit

• Strong sense of ownership and accountability for ticket resolution and customer outcomes
• Calm, methodical approach to troubleshooting and operational problem solving
• Customer‑focused mindset with attention to service quality and communication
• Able to work effectively under pressure in a managed services environment
• Collaborative team player with clear and professional communication skills

Critical Competencies - Technical Fit

Essential:

• Proven experience in a Level 2 Windows support or operations role within an IT services environment
• Strong experience resolving tickets using an ITSM tool and following structured support processes
• Good knowledge of Windows Server and core services including Active Directory, DNS, DHCP, and Group Policy
• Experience supporting patching, monitoring, backup, and routine operational tasks
• Understanding of incident, request, and change management processes
• Strong written and verbal communication skills for ticket updates and stakeholder interaction
• Fluent written and spoken English is essential. The role requires the ability to produce audit ready documentation and communicate confidently with senior and executive‑‑level stakeholders

Desirable:

• Experience working within a managed service provider (MSP) or outsourced services environment
• Familiarity with ServiceNow or similar ITSM platforms
• Experience supporting regulated or financial services customers
• Microsoft certifications or equivalent practical experience

Shift & Working Pattern:

• Standard business hours, with participation in an on call rota as required
• Occasional weekend engineering coverage will be required, typically limited to a small number of planned weekends per year, to support business continuity, resilience testing, or disaster recovery activities

A well-established international technology services provider specialising in cloud, infrastructure, and managed services. The company supports enterprise clients across multiple countries, including regulated sectors, with a strong focus on service quality and operational excellence.

• Opportunity to work in an international managed services environment with enterprise clients
• Exposure to complex Windows infrastructure and structured IT operations
• Career development within a process-driven and high-quality delivery model
• Collaborative team environment with strong focus on service excellence
• Competitive benefits package and professional growth opportunities