Senior Windows Server Administrator - 67153557768

Position : Senior Windows Server Administrator

Work Hours (Client) : Monday to Friday (iFull night shift covering U.S. business hours)

Pay Range : $ 1,500 to $ 1,600 / month

Location of Search : New Delhi, India

Work Location : In office

Employment Type : Full-time

Company Overview:

Our client is a managed IT and cloud hosting provider built exclusively for tax and accounting firms in America.

The company operates two lines of business: a hosted cloud environment where accounting firms run their tax and accounting applications on virtual machines, and a managed security and compliance service for firms that need to meet industry regulations. As the client base grows, the company is hiring a Senior Windows Server Administrator to resolve its most complex client machine issues.

Role Overview:

We are hiring a Senior Windows Server Administrator to serve as the main escalation point for issues on client machines hosted on the company platform. As their client base grows, the Support team needs one senior engineer who can resolve complex issues end-to-end across networking, the Windows Server operating system, Remote Desktop Services (RDS), and virtualization. This is a hands-on, generalist role working directly with the Manager - IT and the Support team.

Duties and Responsibilities:

Escalation Ownership & Root Cause Analysis

• Own escalated client machine issues end-to-end, including during peak tax season, isolating the fault across the network, the virtual machine (VM), the operating system, and the application.
• Own all issues on the machine itself, including session host performance, and hand over issues that relate only to Active Directory to the Active Directory administrator.
• Deliver Root Cause Analysis (RCA) reports for client-facing and repeat incidents, and explain findings to clients in clear, non-technical terms.
• Convert each resolved escalation into a documented known fix so that Support can resolve similar issues at first contact.

Networking & Connectivity

• Diagnose client connection failures, slowness, and disconnects by measuring latency, packet loss, and routing path, and prove whether the fault is on the client side or the platform side.
• Troubleshoot Remote Desktop Protocol (RDP) transport, Domain Name System (DNS) resolution, certificate, and Virtual Private Network (VPN) connectivity issues.
• Review Palo Alto firewall traffic logs to confirm blocked traffic, and raise precise change requests to the security owner.

Windows Server, RDS & Application Hosting

• Resolve operating system issues on Windows Server 2016, 2019, 2022, and 2025, including performance degradation, crashes and memory dump analysis, failed updates, and system file corruption.
• Resolve RDS issues, including failed logons, user profile errors, stuck sessions, licensing errors, and printer and drive redirection.
• Troubleshoot QuickBooks, Drake, Lacerte, ProSeries, UltraTax, Accounting CS, and Sage at the operating system and SQL Server level, and engage vendors when needed.

Virtualization, Automation & Standards

• Perform VM-level administration in VMware vCenter, including console recovery, performance analysis, snapshots, and resource changes, and support the planned migration to Hyper-V.
• Build PowerShell scripts for diagnosis and repeat fixes, and deploy them across the fleet through Datto Remote Monitoring and Management (RMM).
• Maintain standards for the golden VM image, fleet health checks, and pre-season readiness, keeping client VMs on the security baseline that supports IRS Publication 4557 and the Federal Trade Commission (FTC) Safeguards Rule.
• Mentor Support engineers and junior administrators, including the use of AI tools for troubleshooting and documentation.

Role Modeling & Culture

• Technical mentoring: acting as the team's technical reference and mentoring agents on complex cases through shadowing, troubleshooting together and debriefs after a case is resolved.

Key Performance Metrics

• Escalation Resolution: Mean time to resolve escalations and share closed without further escalation.
• Repeat Incidents: Number of recurring issues with the same root cause.
• Knowledge Transfer: Known fixes published and reduction in escalation volume from Support.

Minimum Qualifications:

• 6+ Years of Windows Server administration experience, including at least 1+ years in an escalation (L3) role at a managed service provider (MSP) or hosting provider.Strong working knowledge of networking fundamentals, including TCP/IP, DNS, routing, VPN, firewall log analysis, and diagnosis of latency and packet loss.
• Advanced troubleshooting skills in Windows Server and RDS, including performance, crash dump, and event log analysis, user profiles, and licensing.
• Hands-on experience with VMware vSphere and vCenter at the VM level, working knowledge of Microsoft Hyper-V, and proficiency in PowerShell scripting for diagnosis and automation.
• Demonstrated ability to explain technical issues clearly to non-technical clients and to write structured RCA reports.
• Full professional fluency in written and spoken English, as the primary working language with United States–based clients.
• Availability to work a full night shift from the Noida office, covering United States business hours.
• Ability to operate independently with minimal day-to-day oversight during live incidents.

Preferred Qualifications

• Experience hosting tax and accounting applications on multi-user RDS servers, including basic SQL Server troubleshooting.
• Experience in MSP or cloud hosting environments, and relevant certifications in Windows Server, VMware, or networking.
• Familiarity with CrowdStrike Falcon, Datto RMM, Veeam, Palo Alto, and AI tools such as Claude.