[Hiring] Windows 10 / 11 Support Engineer @PlanIT Group

Role Description

PlanIT Group is seeking a Windows 10 / 11 Support Engineer for our Federal customer in the Raleigh, NC area. The ideal Windows 10 / 11 Support Engineer is to provide support for all Windows 10-related issues, primarily researching endpoint analytics and investigating items that impact Windows 10/11 performance and end user experience.

• Investigate and identify root cause and remediation for identified Windows 10/11-related issues, including but not limited to:
  • Operating system issues
  • Software installation and configuration
  • Network connectivity issues
  • Conflicting third-party applications
• Monitor system performance and identify areas for improvement.
• Work with other IT teams to troubleshoot and resolve complex technical issues.

Qualifications

• In-depth knowledge of Windows 10 operating system, including its features, architecture, and functionalities.
• Ability to install and configure Windows 10 operating system on multiple platforms, including laptops, desktops, and servers.
• Understanding of Windows updates, service packs, and patches, and experience with the installation and troubleshooting of these updates.
• Ability to troubleshoot and resolve hardware and software issues related to Windows 10 /11 operating system.
• Knowledge of network protocols and security protocols, such as TCP/IP, DNS, DHCP, and VPN.
• Knowledge of Active Directory services, Group Policy, and domain configuration.
• Experience with PowerShell scripting and command-line interfaces to automate tasks and streamline processes.
• Knowledge of WMI – Windows Management Instrumentation.
• Basic Knowledge of virtualization technologies, such as Hyper-V and VMware, and the ability to install and configure virtual machines on Windows 10 operating system.
• Excellent problem-solving skills and the ability to design, plan, and implement solutions to complex issues.
• Good communication skills and the ability to work well in a team environment while demonstrating personal initiative and the ability to work independently.

Requirements

• In-depth knowledge of computer architecture, computer hardware components, and working knowledge of firmware, BIOS, and device drivers, as well as their optimization.
• Understanding of Operating Systems principles including memory management, process management, threading, CPU scheduling, and security.
• Proficiency with performance monitoring and profiling tools such as Microsoft Windows Performance Toolkit, ProcDump/ProcMon, PerfMon, Fiddler, Sysinternals, WinDBG, and Wireshark.
• Ability to benchmark computer equipment and analyze results, comparing them against industry standards and optimizing accordingly.
• Proficiency with scripting languages such as Python, PowerShell, Bash, or similar automation tools to create automated performance-monitoring tools.
• In-depth knowledge of networking protocols, such as TCP/IP, DHCP, DNS, OSI model, and web-related protocols such as HTTP, HTTPS.
• Basic Knowledge of cloud-based infrastructures, such as Azure, AWS, or Google Cloud.
• Good troubleshooting and problem-solving skills are necessary, including the ability to diagnose issues across multiple domains, such as software, hardware, firmware, network to resolve local or remote performance problems.
• A deep understanding of how applications work on top of operating system internals, including a strong knowledge of how applications interact with file systems, the registry, network stacks, and system memory.
• Knowledge of security concepts and an understanding of how operating system hardening impacts system performance and how to optimize system security without impacting performance.
• Familiarity with encryption implementation and impact, such as SecureDoc or BitLocker.
• Understanding of impact and compatibility of external docks and input devices, and how they may affect performance or stability.

Deliverables

• Regular updates on the status of Windows 10 / 11 investigations.
• Reports on Windows 10 / 11 remediations.
• Documentation of system infrastructure and configurations.

Additional Provisions

• Must be able to obtain a Position of Public Trust Clearance.
• Pass both a client mandated clearance process to include drug screening, criminal history check and credit check.
• All candidates must be a US Citizen or US Permanent Resident only.
• Candidate must have lived in the United States for the past 5 years.
• Cannot have more than 6 months travel outside the United States within the last five years. Military Service excluded. (Exception does not include military family members.)