What You'll Bring to the Role-
- Advanced hands-on knowledge of Microsoft technologies, including Active Directory, Exchange, SCCM, SQL failover clustering, SharePoint and other on-premises Microsoft applications in an enterprise IT environment.
- Strong troubleshooting skills across Windows Server and desktop operating systems.
- Experience with VMware, Hyper-V clustering and other virtualization technologies.
- Experience with backup platforms such as Veeam and Commvault.
- Working knowledge of Azure Local and Linux operating systems is an asset.
- Ability to stay current with Microsoft server tools, technologies, and platform features.
- Experience maintaining Windows servers through effective patch management using Configuration Manager and related tools.
- Proven ability to resolve support tickets, maintain knowledge articles, and contribute to problem management through to full resolution.
- At least 5 years of experience supporting internal or external clients by phone, email, or deskside.
- Experience with PowerShell.
- ITIL knowledge or certification is an asset.
- Experience working in a 24x7 technical support environment.
Education
- Bachelor's degree in Computer Science, Information Technology, or a related field (preferred).
Certifications
- Windows Server Hybrid Core Infrastructure (AZ-800)- mandatory or highly preferred.
- Windows Server Hybrid Advanced (AZ-801)- mandatory or highly preferred.
- Microsoft Certified Systems Engineer (MCSE)- mandatory or highly preferred.
- ITIL Foundation Certification (v4)- nice to have.
Work Experience
- 8 to 10 years of experience in technical support, system administration, or infrastructure management.
- Experience in managed services or MSP environments.
- Experience working in a 24x7 technical support environment.
#LI-RB1
Preferred QualificationsWhy WWT?
World Wide Technology (WWT) strives to make a new world happen. WWT's work benefits clients and partners as much as it does its people and community across the globe.
Founded in 1990, WWT brings together strategy, deep technical expertise and world-class partnerships to help public and private sector organizations design, build and scale intelligent AI, digital, cybersecurity, cloud and infrastructure solutions. Through its Advanced Technology Center (ATC) - a collaborative ecosystem featuring state-of-the-art hardware and software - WWT enables clients and partners to conceptualize, test and validate innovative technology and then deploy solutions at scale using its global integration and distribution capabilities.
With more than 14,000 team members and over 60 locations globally, WWT's culture—grounded in core values and leadership philosophies—has been recognized by Fortune® and Great Place to Work for its commitment to innovation, trust and creating a great place to work for all.
WWT provides products and services to large enterprise, global service provider and public sector clients in up to 130 countries across six continents. Softchoice, a World Wide Technology company, supports commercial and SMB markets in the U.S. and Canada.
Role Overview-
We are seeking an experienced Tier 3/Tier 4 Support Engineer to provide advanced, escalation-level support for on-premises Microsoft infrastructure in an enterprise environment. This role serves as the highest level of technical escalation for complex incidents, problem management, and infrastructure maintenance across core Microsoft platforms, acting as a subject-matter expert and mentor to Tier 1/Tier 2 support staff while owning full resolution of the most challenging technical issues.
Key Responsibilities-
Technical Escalation & Incident Resolution
- Serve as the final escalation point for complex, unresolved incidents involving Active Directory, Exchange, SCCM, SQL Server failover clustering, SharePoint, and other on-premises Microsoft applications.
- Diagnose and resolve advanced issues across Windows Server and desktop operating systems, applying deep root-cause analysis rather than workaround fixes.
- Lead major incident response and drive issues through to full resolution, coordinating with cross-functional teams as needed.
- Own problem management activities, identifying recurring issues, performing root cause analysis, and implementing permanent fixes.
Infrastructure Management
- Administer and maintain Hyper-V clustering and other virtualization technologies to ensure high availability and performance.
- Manage backup and recovery operations using platforms such as Veeam and Commvault, including troubleshooting failed jobs and validating recovery integrity.
- Maintain Windows servers through structured patch management using Configuration Manager and related tools, minimizing risk while ensuring compliance.
- Support and maintain working knowledge of Azure Local and Linux operating systems where applicable within the environment.
Automation & Continuous Improvement
- Develop and maintain PowerShell scripts to automate routine administration, monitoring, and remediation tasks.
- Contribute to and maintain knowledge base articles to support consistent, high-quality issue resolution across the support organization.
- Stay current with Microsoft server tools, technologies, and platform features, recommending improvements to infrastructure and support processes.
Client & Stakeholder Support
- Provide advanced technical support to internal or external clients via phone, email, and deskside interaction as needed.
- Communicate clearly with both technical and non-technical stakeholders, setting expectations and providing status updates on complex issues.
- Participate in a 24x7 support rotation, providing on-call coverage for critical infrastructure issues outside standard business hours.
Process & Governance
- Apply ITIL-aligned practices across incident, problem, and change management processes.
- Ensure changes to production systems follow established change management and approval procedures.
Skills Required
- Advanced hands-on knowledge of Microsoft technologies, including Active Directory, Exchange, SCCM, SQL failover clustering, SharePoint, and on-premises Microsoft applications
- Strong troubleshooting skills across Windows Server and desktop operating systems
- Experience with VMware, Hyper-V clustering, and other virtualization technologies
- Experience with backup platforms such as Veeam and Commvault
- Working knowledge of Azure Local and Linux operating systems
- Experience maintaining Windows servers through patch management using Configuration Manager and related tools
- Experience resolving support tickets, maintaining knowledge articles, and contributing to problem management
- At least 5 years of experience supporting internal or external clients by phone, email, or deskside
- Experience with PowerShell
- ITIL knowledge or certification
- Experience in a 24x7 technical support environment
- Bachelor's degree in Computer Science, Information Technology, or a related field
- Windows Server Hybrid Core Infrastructure certification AZ-800
- Windows Server Hybrid Advanced certification AZ-801
- Microsoft Certified Systems Engineer certification
- ITIL Foundation Certification v4
- 8 to 10 years of experience in technical support, system administration, or infrastructure management
- Experience working in managed services or MSP environments
World Wide Technology Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about World Wide Technology and has not been reviewed or approved by World Wide Technology.
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Healthcare Strength — Health insurance is considered excellent and affordable, with bundled medical, dental, and vision coverage that reduces out-of-pocket costs. Wellness programs and an Employee Assistance Program further enhance access to care.
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Leave & Time Off Breadth — Generous paid time off grows with tenure, alongside paid sick days and holidays. Parental and military leave are also provided.
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Retirement Support — Financial benefits include profit sharing and a 401(k) with company matching, complemented by life and disability insurance and tuition reimbursement. These elements strengthen total rewards beyond base salary.
World Wide Technology Insights
What We Do
World Wide Technology is a systems integrator, provides information technology and supply chain solutions. Fueled by creativity and ideation, World Wide Technology strives to accelerate our growth and nurture future innovation. From our world class culture, to our generous benefits, to developing cutting edge technology solutions, WWT constantly works towards its mission of creating a profitable growth company that is a great place to work. We encourage our employees to embrace collaboration, get creative and think outside the box when it comes to delivering some of the most advanced technology solutions for our customers. At a glance, WWT was founded in 1990 in St. Louis, Missouri. We employ over 9,000 individuals and closed nearly $17 Billion in revenue. We have an inclusive culture and believe our core values are the key to company and employee success. WWT is proud to announce that it has been named on the FORTUNE "100 Best Places to Work For®" list for the 12th consecutive year!
Why Work With Us
Our extensive partnership with best in class technology companies, coupled with our strong culture allow for world class delivery of transformative business solutions driven by IT.
