EY GDS - Windows Support Engineer Specialist in All, Philippines

Title: GDS - Windows Support Engineer Specialist

Location: PH-All-Taguig City

Job Number: TAG0001I

Job Summary:

The Business Aligned Windows Engineer Specialist performs operational and environment support for the Windows servers and associated applications in a range of business portfolios. This professional possess deep knowledge of Windows and VMware operational practices as well as a working understanding of SQL databases. This position requires in-depth knowledge of the firm's infrastructure to resolve complex incidents and problems and to provide a stable and reliable infrastructure. Responsibilities involve the daily troubleshooting and resolution of incidents, operational maintenance and support, application and environment change control, and proactive/preventative analysis of systems. Post-holder performs systems operations and analysis across complex hosted environments including shared and clustered environments, and provides consultation to other teams within EY.

Essential Functions of the Job:

Required technical experience & qualifications:

• Provides technical support for complex problems and high priority incidents to ensure that appropriate action is taken to anticipate, investigate and resolve problems in systems and services.

• Resolves and acts as an escalation and coordination point for major incidents and problems related to affected services

• Root cause analysis, problem investigations and service improvement solutions

• Execution of process engineering and operational improvement initiatives including automation tooling

• Execution of application and/or platform changes, releases, and service requests in supported environments.

• Execution of application environment tasks as required for incident resolution

• Liaise with appropriate teams for the development of corrective actions or viable workarounds to resolve major incidents.

Analytical/Decision Making Responsibilities:

• Ability to demonstrate sound judgment and be able to prioritize assignments, managing multiple tasks with shifting priorities

• Ability to work well within a multi-disciplinary team structure, but also independently

• Ability to work with 3rd party vendors (i.e. Microsoft) for escalation of issues

• Ability to manage multiple tasks with shifting priorities

• Ability to build and maintain strong working relationships with DBAs and application teams

• Communicates fluently orally and in writing and can present complex technical information to both technical and non-technical audiences.


Knowledge and Skills Requirements:

Required technical experience & qualifications:

• Demonstrable advanced knowledge of Windows 2008R2/2012R2 server O/S

• Demonstrable knowledge relating to SQL and Server/Oracle connectivity in an application environment

• Experience supporting applications, platforms, and/or services in clustered, federated, shared and/or virtual environments

• Advanced knowledge of troubleshooting tools/techniques related to systems i.e. remote tools, Windows Support tools, connectivity tests, etc.

• Understanding of virtualization with VMware vSphere and/or Microsoft Hyper-V

• Understanding of enterprise antivirus / data backup and enterprise database level encryption

Other Requirements:

• Ability to work and team effectively with clients, management and team members in diverse and geographically dispersed teams

• Excellent interpersonal, communication and organizational skills. Must be able to communicate fluently in English both verbally and in writing with the ability to present complex technical information to both technical and non-technical audiences.

• Demonstrable technical wiring skills in publication of work instructions, technical reference manuals and procedures documentation.

• Participate in a fixed shift pattern/on-call rotation/weekends

• Flexibility in scheduling with a willingness to work extra non-standard hours on occasion


• Degree in Computer Science or related discipline or equivalent work experience

• Fluent in English language – written and verbal


• 8 years’ experience in Operations capacity

• 7 years’ experience in windows support / engineering / infrastructure

• 5 to 7 years’ experience in web/cloud hosting support specific to large complex global organizations.

Certification Requirements:

• MCSE/MCITP Certification (desired)

• ITIL Foundation Certification (desired)