Infrastructure Support Engineer

Experience Level: 1-3 Years
Location: [Abu Dhabi ]
Employment Type: Full-Time
Nationality: UAE With Family Book
Role Overview
We are seeking a proactive L1 Infrastructure Support Engineer to provide support for hardware, servers, and storage systems. The candidate should have a foundational understanding of IT infrastructure with experience in using key tools like SolarWinds, Dynatrace, ServiceNow, and Nexthink for monitoring and incident management.
Key Responsibilities

• Monitoring & Incident Detection:
• Monitor servers, storage, and other IT infrastructure using tools such as SolarWinds, Dynatrace, and Nexthink.
• Detect and respond to hardware and software alerts promptly.
• Escalate issues to L2/L3 teams following standard procedures.
• Basic Troubleshooting & Incident Management:
• Perform basic troubleshooting for hardware and system issues, using logs and system diagnostics.
• Record incidents in ServiceNow, categorize, and escalate as needed.
• Communicate incident status and resolution steps clearly to stakeholders.
• Infrastructure Maintenance & Support:
• Assist with routine maintenance tasks like updates, backups, and health checks.
• Support hardware and software installations and upgrades under L2 guidance.
• Use Nexthink for deeper endpoint insights and health checks.
• Documentation & Reporting:
• Maintain accurate documentation for infrastructure setups and troubleshooting processes.
• Generate regular reports on infrastructure health and incident metrics.
• Collaboration & Communication:
• Coordinate with L2/L3 teams to resolve issues efficiently.
• Participate in team discussions to support continuous improvement.
  

Required Qualifications

• Experience: 1-3 years of experience in infrastructure support roles.
• Technical Skills: Basic knowledge of servers, virtualization, and networking.
• Tools: Familiarity with monitoring and support tools like SolarWinds, Dynatrace, Nexthink, and incident management tools like ServiceNow.
• Problem-Solving: Effective troubleshooting skills for infrastructure issues.
• Communication: Clear communication for technical and non-technical discussions.
  

Preferred Qualifications

• Certifications like CompTIA Server+ or basic infrastructure certifications.
• Experience with virtual environments and cloud-based infrastructure.

1. Technical Knowledge

• Operating Systems: Proficiency in various operating systems, including Windows Server, Linux/Unix, and Mac OS, and managing their installations, configurations, and maintenance.
• Networking: Strong understanding of network technologies, including LAN (Local Area Network), WAN (Wide Area Network), VPN (Virtual Private Network), firewalls, and routing protocols (e.g., TCP/IP, DNS, DHCP, VPN).
• Server Management: Experience in managing physical and virtual servers, including Hyper-V, VMware, AWS, Azure, and Google Cloud environments. Knowledge of server hardware, performance tuning, and troubleshooting is essential.
• Storage Solutions: Expertise in data storage technologies, including SAN (Storage Area Network), NAS (Network Attached Storage), and cloud-based storage solutions. Familiarity with backup and disaster recovery strategies.
• Virtualization: Experience with server virtualization technologies such as VMware, Hyper-V, KVM, or XenServer to optimize resource usage and streamline infrastructure.
• Cloud Computing: Familiarity with cloud infrastructure platforms like Amazon Web Services (AWS), Microsoft Azure, and Google Cloud Platform (GCP), including deploying, configuring, and managing cloud resources.

2. Troubleshooting and Problem-Solving

• Root Cause Analysis: Strong analytical skills to diagnose and resolve issues across infrastructure components, including network, server, and storage issues.
• System Performance Monitoring: Ability to monitor system performance using tools like Nagios, Zabbix, SolarWinds, or PRTG to identify bottlenecks and address issues proactively.
• Incident Management: Ability to handle incidents efficiently, diagnosing and resolving technical issues within agreed service levels (e.g., SLA).
• Preventive Maintenance: Conducting preventive maintenance to avoid system failures and ensure minimal downtime.

3. Network and Security Skills

• Network Configuration: Ability to configure and manage network devices, including switches, routers, and wireless access points. Knowledge of VLANs, subnetting, IP addressing, and DNS configuration.
• Security Protocols: Understanding of network security principles, including firewall configuration, intrusion detection/prevention systems (IDS/IPS), and encryption technologies.
• Security Best Practices: Implementing security patches, access controls, and ensuring data integrity and confidentiality by following best practices in IT security.
• Disaster Recovery and Backup: Experience in designing, implementing, and managing backup strategies, disaster recovery plans, and business continuity processes.

4. Hardware Support and Maintenance

• Hardware Installation and Configuration: Expertise in configuring and setting up servers, routers, switches, and other networking hardware.
• Hardware Troubleshooting: Ability to troubleshoot and replace faulty hardware components, including memory, storage devices, CPUs, and networking equipment.
• Hardware Upgrades: Managing hardware upgrades, ensuring proper installation, and verifying compatibility with existing infrastructure.