Windows System Administrator – Level 2

Job Title: Windows System Administrator – Level 2

Location: Vadodara, Gujarat (On-Site)

Job Type: Full-Time | Permanent | On-Roll

About the Role

We are seeking an experienced Windows System Administrator – Level 2 to join our growing IT infrastructure team supporting Managed Service Provider (MSP) clients.

This role requires strong hands-on experience in Windows Server administration, Active Directory, networking, Microsoft 365, virtualization, cloud technologies, security, and automation.

The Level 2 Administrator will act as an escalation point for L1 support, independently troubleshoot complex technical issues, administer client infrastructure, and support infrastructure projects while maintaining high standards of service availability, security, and client satisfaction.

Key Responsibilities

1. Advanced Technical Support & Escalation

• Act as an escalation point for L1 engineers and complex client incidents.
• Troubleshoot and resolve advanced Windows, application, endpoint, Microsoft 365, and connectivity issues.
• Analyze recurring incidents and perform root-cause analysis.
• Handle incidents through remote tools, phone, email, and ticketing platforms such as ConnectWise, Autotask, ServiceNow, or similar.
• Ensure incidents are resolved within agreed SLAs.
• Maintain clear technical documentation and client communication.

2. Windows Server & Infrastructure Administration

• Administer and maintain Windows Server 2012/2016/2019/2022 and later environments.
• Manage Active Directory, DNS, DHCP, Group Policy, file services, and print services.
• Troubleshoot domain, replication, authentication, permissions, and GPO-related issues.
• Manage Windows services, scheduled tasks, certificates, storage, and server performance.
• Perform server patching, upgrades, and configuration changes.
• Assist with server hardening and infrastructure optimization.

3. Network & Connectivity Support

• Troubleshoot LAN/WAN connectivity, VPNs, firewalls, switches, and routing issues.
• Analyze TCP/IP, DNS, DHCP, NAT, VLAN, and VPN-related problems.
• Coordinate with network engineers and ISPs for complex connectivity issues.
• Perform network troubleshooting using appropriate diagnostic tools.
• Assist with firewall and VPN configuration changes based on approved requirements.

4. Microsoft 365 & Cloud Administration

• Administer Microsoft 365 services including Exchange Online, Teams, SharePoint, OneDrive, and identity services.
• Troubleshoot mail flow, authentication, permissions, licensing, and collaboration issues.
• Support Microsoft Entra ID administration and identity-related tasks.
• Administer basic Azure resources including virtual machines, networking, storage, monitoring, and backup.
• Support AWS environments at an operational level.
• Assist with hybrid infrastructure and cloud migrations.

5. Virtualization Administration

• Administer VMware ESXi/vSphere and Microsoft Hyper-V environments.
• Manage virtual machines, resources, snapshots, virtual networking, and storage.
• Troubleshoot VM performance and availability issues.
• Perform VM provisioning, migration, and maintenance activities.
• Assist with virtualization upgrades and infrastructure optimization.

6. Security & Compliance

• Implement security policies and system hardening procedures.
• Perform vulnerability remediation and patch management.
• Manage antivirus/EDR solutions and investigate security alerts.
• Assist with security incident response and containment.
• Review system logs and identify potential security or operational issues.
• Support compliance and security audits.

7. Backup, Disaster Recovery & Storage

• Monitor and manage client backup environments.
• Troubleshoot backup failures and perform restore operations.
• Validate backup integrity and recovery readiness.
• Assist with disaster recovery planning and testing.
• Manage basic storage and capacity requirements.

8. PowerShell, RMM & Automation

• Use PowerShell to automate routine administration and troubleshooting tasks.
• Develop scripts for user management, reporting, monitoring, and system maintenance.
• Configure and manage RMM monitoring policies.
• Automate remediation of common infrastructure issues.
• Identify opportunities to reduce manual operational tasks through automation.

9. Projects & Migrations

• Support server upgrades, infrastructure refreshes, cloud migrations, and Microsoft 365 projects.
• Assist with planning, implementation, testing, and validation.
• Coordinate with internal teams and clients during project activities.
• Ensure project changes are properly documented and communicated.

10. Mentoring & Knowledge Sharing

• Provide technical guidance to L1 engineers.
• Review escalated tickets and troubleshooting approaches.
• Create and maintain knowledge base documentation.
• Participate in technical training and process improvement initiatives.

Qualifications & Experience

• Education: Bachelor's degree in Computer Science, Information Technology, or a related field preferred.
• Experience: Minimum 3–5 years of experience in system administration, infrastructure support, or a similar role.
• Experience supporting MSP or multi-client environments is highly desirable.
• Experience with international voice-based technical support is preferred.

Certifications – Preferred

• Microsoft Certified: Azure Administrator Associate
• Microsoft 365 Administrator certifications
• CompTIA Network+ / Security+
• VMware VCP or equivalent
• Other relevant Microsoft, networking, or virtualization certifications

Technical Proficiency

• Strong hands-on experience with Windows Server.
• Hands-on Active Directory, DNS, DHCP, and Group Policy administration.
• Strong networking and troubleshooting skills.
• Hands-on Microsoft 365 administration.
• Working knowledge of Azure and AWS.
• Hands-on VMware ESXi/vSphere or Hyper-V experience.
• Working knowledge of backup and disaster recovery.
• PowerShell scripting and automation.
• Familiarity with RMM and PSA/ticketing platforms.

Soft Skills & Competencies

• Excellent verbal and written communication skills in English.
• Strong analytical and troubleshooting skills.
• Ability to independently manage complex incidents.
• Strong customer-service orientation.
• Ability to work under pressure in a multi-client MSP environment.
• Effective prioritization and time-management skills.
• Strong documentation and knowledge-sharing habits.

Preferred Candidate Profile

• Candidates with strong hands-on Windows infrastructure experience.
• Prior MSP or multi-client support experience is highly desirable.
• Candidates with international voice-based IT support and client-facing experience will be preferred.
• Demonstrated ability to troubleshoot independently and act as an escalation point for L1 teams.

Join our team and take ownership of enterprise infrastructure support while working with global clients and a diverse range of technologies.