Windows Operations Engineer (L2), Barcelona
Empresa
Michael Page
Provincia
Barcelona
Ciudad
Barcelona
Tipo de Contrato
Tiempo Completo
Descripción
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 Windows related 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, high risk, 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 identity related 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 audit ready
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 post incident reviews and problem management by providing clear technical input
Teams to Collaborate With
Service Desk - Receive escalated tickets and provide feedback to improve first line 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
Customer focused 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 executive level 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
Windows Server, Active Directory, DNS, DHCP, Group Policy, ITSM,
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 Windows related 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, high risk, 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 identity related 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 audit ready
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 post incident reviews and problem management by providing clear technical input
Teams to Collaborate With
Service Desk - Receive escalated tickets and provide feedback to improve first line 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
Customer focused 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 executive level 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
Windows Server, Active Directory, DNS, DHCP, Group Policy, ITSM,