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The Level 2 Windows File Services Engineer will oversee the global Windows File Services infrastructure, ensuring compliance with ITIL standards and delivering proactive monitoring. The role requires advanced troubleshooting skills, automation expertise, and a strong background in managing NAS systems.
Job Responsibility:
Resolve all incidents and service requests within agreed SLA timelines, ensuring accurate ticket updates and documentation
Perform proactive health checks, capacity planning, and maintenance to ensure service availability
Provide second-level support for complex incidents and root cause analysis
Execute approved changes with documented risk assessments and mitigation plans
ensure proper change approvals
Lead or assist in engineering tasks, design improvements, and problem isolation for Windows File Services or NAS infrastructure
Manage migrations, reorganizations, and lifecycle upgrades for Windows File Services and NAS systems
Establish and maintain monitoring for all components (PRTG, SCOM, Nagios)
Collaborate with cross-functional teams (AD, Security, Network, Application Ops) and communicate effectively with stakeholders
Contribute to continuous service improvement initiatives, including automation of repetitive tasks (PowerShell, scripting)
Ensure compliance with security and governance standards and maintain audit-ready documentation
Participate in disaster recovery tests, backup validation, and security hardening activities
Support eDiscovery and audit requests by preparing and delivering data according to defined guidelines
Requirements:
Bachelor’s degree in IT or related field (or equivalent experience)
Advanced experience in large-scale enterprise environments managing Windows File Services and NAS
Proven track record in IT infrastructure operations and service delivery
Hands-on experience with ITSM tools (ServiceNow) and monitoring platforms (PRTG, SCOM)
Experience in migrations, reorganizations, and lifecycle management of storage systems
Familiarity with scripting and automation for operational tasks
Technical Expertise: Windows Server (2019/2022), DFS-R, ACLs, GPOs, VSS
NAS administration and CIFS/SMB protocols
Vormetric encryption for high-security shares
PowerShell scripting and automation for operational efficiency
Process & Compliance: Strong ITIL knowledge (Incident, Problem, Change, CSI)
Soft Skills: Analytical thinking for complex problem-solving
Ability to communicate technical concepts to non-technical stakeholders
Strong documentation and reporting skills
Ability to prioritize tasks and manage multiple activities under pressure
Nice to have:
ITIL v4 Foundation (plus)
Microsoft Certified: Windows Server Hybrid Administrator Associate (big plus)