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 Windowsrelated 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 highrisk 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 identityrelated 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 auditready 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 postincident reviews and problem management by providing clear technical input Teams to Collaborate With Service Desk - Receive escalated tickets and provide feedback to improve firstline 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 Customerfocused 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 executivelevel 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