Senior Windows Troubleshooter

Techunting is seeking a skilled IT Support Engineer - Windows Expert to provide technical support and troubleshooting expertise for complex Windows issues escalated from front-line support teams.

As an IT Support Engineer - Windows Expert, you will be responsible for analyzing and isolating complex problems into a reproduction of the issue, explaining complex technical issues to non-technical people, collaborating with customers, support engineers, and development teams to gather information, reproduce issues, and identify root causes, developing and documenting troubleshooting guides, knowledge base articles, and best practices for resolving common and complex issues, contributing to product improvement by providing feedback to development teams based on customer insights and troubleshooting experiences.

• Technical Support and Troubleshooting: Provide technical support and troubleshooting expertise for complex Windows issues escalated from front-line support teams.
• Problem Analysis: Analyze and isolate complex problems into a reproduction of the issue.
• Communication: Explain complex technical issues to non-technical people.
• Cross-functional Collaboration: Collaborate with customers, support engineers, and development teams to gather information, reproduce issues, and identify root causes.
• Documentation: Develop and document troubleshooting guides, knowledge base articles, and best practices for resolving common and complex issues.
• Feedback Loop: Contribute to product improvement by providing feedback to development teams based on customer insights and troubleshooting experiences.

• Thorough Knowledge of Windows: Thorough knowledge of Windows operating systems (Windows 10 and Windows 11), including architecture, components, and internals.
• Experience with Debugging Tools: Experience with Windows debugging tools (WinDbg, Procmon) and techniques (crash dump analysis, memory analysis, performance analysis, etc.).
• Network Analysis: Experience with network analysis (VPNs, proxies, etc. using Wireshark/Fiddler).
• Programming Skills: Proficiency in C++ and C# for analyzing and debugging code-related issues.
• Excellent Communication Skills: Excellent communication and interpersonal skills, with the ability to explain technical concepts clearly to both technical and non-technical audiences.
• Collaborative Environment: Ability to work independently and as part of a team in a fast-paced environment.
• Windows Internals: Experience with Windows internals (COM, RPC, drivers).
• Networking Protocols: Knowledge of networking protocols.
• Automation: Scripting or automation skills (PowerShell, Python, QA) for automating tasks and improving efficiency.
• Kusto/KQL Knowledge: Kusto/KQL knowledge for telemetry analysis.