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 opera

📌 Windows Operations Engineer (Barcelona)
🏢 Michael Page
📍 Barcelona