Level 2 Windows File Services Engineer

Responsible for the end-to-end operation and maintenance of global Windows File Services infrastructure, including DFS-R, NAS systems, and associated storage solutions. 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." o Strong ITIL knowledge (Incident, Problem, Change, CSI). o Windows Server (2019/2022), DFS-R, ACLs, GPOs, VSS. o NAS administration and CIFS/SMB protocols. o Vormetric encryption for high-security shares (minimum three or external training/certification for basic service (L2 skill - implementation/troubleshooting based on “blueprints”) o PowerShell scripting and automation for operational efficiency. o Analytical thinking for complex problem-solving. o Ability to communicate technical concepts to non-technical stakeholders. o Ability to prioritize tasks and manage multiple activities under pressure. 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. o Windows Server (2019/2022), DFS-R, ACLs, GPOs, VSS. o NAS administration and CIFS/SMB protocols. o Vormetric encryption for high-security shares (minimum three or external training/certification for basic service (L2 skill - implementation/troubleshooting based on “blueprints”) o PowerShell scripting and automation for operational efficiency. o ITIL v4 Foundation (plus) o Microsoft Certified: Windows Server Hybrid Administrator Associate (big plus)"