Windows Infrastructure System Engineer

Job overview:
As a member of this team, you will mostly be involved in monitoring the infrastructures of our
customers, troubleshooting technical problems and deliver projects requested by our customers. You will
make sure that the services are up and running and that the incidents assigned to your group by L2 Wintel
Engineers are acknowledged and resolved in the agreed time frame. In addition to that, your activity will
include performing maintenances and changes in the customers infrastructure. You will be proactive and
deliver reports to our customers, with technical proposals that would improve their environments and
optimize them.
In terms of managed environments, we are talking about Wintel environments – around 6000-7000
servers for over 100 customers, located abroad. The team members solve incidents for each and every one
of these customers, thus interacting with multiple technologies: Active Directory, SCCM, Virtualization
solutions (Hyper-V, VMware), antivirus, storage and backup enterprise solutions.
At team level, we use ticketing tools and an Unified Monitoring Dashboard which integrates multiple
monitoring tools (SCOM, Zenoss, etc.) and helps us monitor customers environment. We have a Knowledge
Base where you’ll find up to date documentation, articles and how-to procedures which are used on a day to
basis. The Knowledge Base is kept up to date by all our teams.
As a member of this team, you will be involved also in creating technical procedures for our L2 and
L1 teams, procedures which will help them solving second and first line problems.
Our working schedule is in shifts ( Monday to Fridaty from 07:00 – 15:30 EET and 11:30 to 20:00 EET)
as we offer 24/7/365 support for our customers. Besides the working shifts, the engineers are performimg
stand-by shifts (on-call) remotely. These are designed to cover the work load during the night and weekends
(for critical issues).
We are ITIL certified, which means that we respect specific standards for the procedures and
operational flow we have in place, which are implemented division-level. In addition to that, in order to
increase efficiency and transparency in terms of team interaction and communication, we use periodically
121 and team meetings, which help us deliver our services continually while not overburdening the team
members.

What you will do:
 Offer 3rd line support for our customers
 Analyze incidents generated by our monitoring systems in order to quickly repair them
 Analyze the support requests sent by our customers by phone, email or web submit
 Timely update every support request assigned to your group
 Accurate ticket documentation of the support request and troubleshooting steps taken
 Take ownership and responsibility for all tickets assigned to your queue
 Configuration, fine tuning and follow-up of Management Applications
 Create and ensure reports are delivered in time

 Create change & maintenance requests prior to implementations
 Maintenance of operational systems/resources at customer sites (Windows updates for eg.)
 Provide management with possible enhancements regarding the clients infrastructures
 Create and modify the technical procedures, manuals and processes for monitoring projects
 Work in close collaboration with your colleagues to ensure that service delivery to the customer is of
the highest standard
 Maintain a strict adherence to change management procedures before performing any change
 Attend trainings and team meetings
 Respect deadlines and procedures agreed at team level or with the customer
 Ensure that the SLAs are met
 Also: be a colleague and not only a team member – and a very good one! ☺
What you should know and have:
Must have:
 5+ years in a similar position
 Excellent knowledge of Microsoft server platforms (2019, 2016, 2012R2, 2012, 2008 R2, 2008, 2003)
 Very good knowledge and experience with virtualization products (VMware, Hyper-V, etc.)
 Very good knowledge and experience in working with Microsoft Directory Services
 Very good knowledge and experience in working with and troubleshooting DNS, DHCP, DFS, IIS, WSUS,
SCCM, CA
 Very good knowledge of enterprise class backup systems (Veeam, Backup Exec, Commvault, etc.)
 Very good knowledge and experience with Cloud Platforms (Azure, AWS, Google Cloud)  Very good
knowledge and experience with Powershell scripting
Nice to have:
 Good knowledge and experience with SANs and other storage subsystems
 Good knowledge of Microsoft SQL Servers / SQL Server High Availability solutions
 Good knowledge and experience with enterprise Antivirus products (Symantec EP, SCEP, etc.)
 Good knowledge and experience in managing the monitoring of servers and network devices
 Demonstrated ability to identify process improvement opportunities, demonstrated knowledge of
change management
 Essential networking knowledge
 Bachelor degree or equivalent

What we expect from you:
 Professionalism in all communication with the clients (phone calls, emails)
 Initiative and ownership

 Passion for IT and strong interest in self-development
 Strong team spirit and involvement
 Adaptability and flexibility – we face constant changes which require us to adapt in a fast time frame
 Ability to listen, learn and improve
 Ability to adapt quickly to constantly changing business priorities
 Excellent English skills, both written and verbal
 Willingness to travel
 Strong desire to work in a collaborative environment

What we offer:
 Flexible working environment within a dynamic team
 We leave you room to balance your work and private life – 22 days as annual vacation, plus extra days
in accordance with internal policies
 Private medical subscription, you can choose from 3 providers
 Meal tickets
 Free Gym Subscription – fitness, aerobic, pool (according to internal policies)
 Preferential rates to 7Card subscription
 Access to a modern library (according to internal policies)
 Massage within the company premises (according to internal policies)
 Team events (team-buildings, team hangouts, Christmas party, etc.)
 Relaxation room (table tennis, darts, board games, X-box, etc.)
 Access to various training programs (soft and hard skills trainings, according to the internal policies)
 Being part of a growing organization with Belgian roots

50-100 EUR/hr

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