Support Engineer - Windows Deployment & Infrastructure

About the Role

This position focuses on Windows patching, deployment, and system management in an enterprise environment. Key areas include Windows updates, upgrades, licensing, and troubleshooting across various Windows Server and Client OS versions.

Responsibilities

• Manage Windows patching and deployment processes, including Windows Update and Windows Upgrade.
• Handle Windows licensing (Retail, OEM, MAK, KMS, E3, E5) and activation.
• Troubleshoot Windows updates and servicing, including Windows as a Service (WaaS).
• Perform enterprise-level troubleshooting and log analysis related to Windows deployment.
• Administer BitLocker and MBAM (Microsoft BitLocker Administration and Monitoring).
• Configure and manage imaging, Sysprep, WDS, and Autopilot (preferred).
• Support storage technologies, including SAN, NAS, and backup solutions (VSS, Volume Shadow Copy Service).
• Maintain high availability (HA) environments, including Hyper-V, clustering, failover clustering, and Hyper-V architecture.
• Manage Windows Server environments (2008 to 2019), including features, updates (Cumulative Updates, LTSC), DFS, MSDTC, and Server Core machines.
• Perform server hardware upgrades, quorum management in clusters, and Hyper-V checkpoint administration.
• Utilize Check Disk (CHKDSK) and other diagnostic tools for system maintenance.
• Provide customer support via telephone, email, and chat, resolving complex technical issues.
• Collaborate cross-functionally to troubleshoot and resolve customer concerns.

Requirements

• Experience with Windows Server 2008, 2008 R2, 2012, 2012 R2, 2016, 2019, and Client OS (Windows 7, Windows 10).
• Strong knowledge of Windows patching, deployment, and troubleshooting.
• Familiarity with storage technologies, backup solutions, and high-availability configurations.
• Excellent communication skills in spoken and written English.
• Ability to interact professionally with customers, gather information, and provide status updates.
• Demonstrable troubleshooting skills and cross-team collaboration experience.

Benefits

• Comprehensive medical, dental, and vision plan.
• Short-term and long-term disability coverage.
• 401(k) plan with company match.
• Life insurance.
• Paid vacation time, sick leave, and holidays.
• Paid paternity and maternity leave.

Pay

The salary range for this position across all US locations is between the minimum and maximum target for the role. Individual pay is determined by work location, job level, skills, experience, and relevant education or training. Additional compensation may include annual performance-based bonuses, sales incentive pay, or other forms of variable compensation.