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Windows Support Engineer

Location Zapopan, Jalisco, Mexico Job ID R-141544 Date posted 21/06/2022

Typical Accountabilities

  • Initial triaging, and remediation of high critical incidents.  Responsible for creating / updating Knowledgebase articles.  Responsible to fix the incident reported through SNOW and fix within the SLA.
  • Responsible for Creating & implementing Change requests. 
  • Responsible for fulfilment requests of standard changes (request for data, request for information, server builds, other service catalogue items)
  • Responsible for creating and updating Known Error documentation.
  • Responsible for identifying RCA for the problem records related to critical incidents
  • Responsible to identify SIP and run through it.
  • Responsible for availability monitoring and escalation.}

Skills and Capabilities


  • Bachelor’s degree or equivalent with 2+ years Operational experience in Windows Server/VMware administration
  • Experience in managing Incidents, Problems, changes and capacity management aspects.
  • Demonstrated ability handling large number of incidents via. Any ITSM tool
  • Flexibility to work in shifts on rotational basis covering Americas, EMEA and ASIAPAC regions 24*7
  • An ability to work effectively in a matrix organization is essential
  • A self-starter with high levels of drive, energy, resilience and a desire for professional excellence
  • Implementation, Administration and troubleshooting experience in VMWare Horizon View VDI.
  • Installation and configuration on VMWare Horizon client
  • Implementation, administration and configuring converged infrastructure such as Nutanix, VMWare on Nutanix, Cisco UCS, Netapp HCI etc.,
  • Engineering level of experience in Wintel/VMWare and Cloud with respect to managing Incidents, Problems, changes and capacity management aspects
  • Strong working experience in administering windows 2012, 2016 and 2019
  • Experience and ability to work in shifts on rotational basis covering 24*7 support
  • Ability to work effectively in a matrix organization is essential.
  • Experience working with enterprise monitoring tool and understanding dashboards.
  • Experience with using Knowledge articles and documented SOPs to resolve tickets.
  • In Depth or working Knowledge on cloud solutions and concepts
  • Experience working with server hardware DL, BL series
  • Working knowledge in AWS, Azure and Google cloud

AstraZeneca is an equal opportunity employer. AstraZeneca will consider all qualified applicants for employment without discrimination on grounds of disability, sex or sexual orientation, pregnancy or maternity leave status, race or national or ethnic origin, age, religion or belief, gender identity or re-assignment, marital or civil partnership status, protected veteran status (if applicable) or any other characteristic protected by law.

AstraZeneca embraces diversity and equality of opportunity. We are committed to building an inclusive and diverse team representing all backgrounds, with as wide a range of perspectives as possible, and harnessing industry-leading skills. We believe that the more inclusive we are, the better our work will be. We welcome and consider applications to join our team from all qualified candidates, regardless of their characteristics. We comply with all applicable laws and regulations on non-discrimination in employment (and recruitment), as well as work authorisation and employment eligibility verification requirements.

50200024 D ITIC Operations

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Glassdoor logo Rated four stars on Glassdoor

Great culture, great work assignments, supportive management. Rotation opportunity within the company. They value inclusion and diversity.