Infrastructure Support Engineer

Roles and responsibilities

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.

Desired candidate profile

• Infrastructure Management:
  Hardware Support: Ensure the proper functioning and maintenance of physical hardware, including servers, storage devices, and network equipment. This may include diagnosing hardware issues, performing replacements, and managing upgrades.
  Operating Systems and Software Installation: Install, configure, and maintain operating systems (Windows, Linux, Unix, etc.), server software, and relevant patches/updates.
  Cloud Infrastructure: Manage cloud services (AWS, Azure, Google Cloud) and resources, ensuring scalability, security, and cost-effectiveness.
  Network Configuration and Support: Maintain and troubleshoot network components such as routers, switches, firewalls, VPNs, and load balancers. Ensure network availability and security.
• System Monitoring and Maintenance:
  System Monitoring: Continuously monitor the performance of servers, networks, and cloud infrastructure. Utilize monitoring tools like Nagios, Zabbix, SolarWinds, or cloud-native solutions (e.g., AWS CloudWatch) to detect and address potential issues before they affect operations.
  Performance Optimization: Monitor system resources (CPU, memory, disk usage) and network performance to identify bottlenecks or inefficiencies. Implement changes to optimize performance.
  Routine Maintenance: Perform regular updates, patches, and security scans to maintain the integrity of the infrastructure.
• Troubleshooting and Incident Management:
  Troubleshooting: Identify, diagnose, and resolve hardware, software, or network-related issues affecting the infrastructure. Troubleshoot issues in a timely manner to minimize downtime and disruption.
  Incident Response: Manage incidents, log them, escalate when necessary, and ensure that proper resolution is achieved. Utilize a ticketing system such as Jira, ServiceNow, or Zendesk to track and resolve incidents.
  Root Cause Analysis: After an incident is resolved, conduct a post-mortem analysis to identify the root cause and ensure preventative measures are implemented to avoid recurrence.
• Backup and Disaster Recovery:
  Backup Systems: Manage and schedule regular backups of critical infrastructure, ensuring data is protected from loss.
  Disaster Recovery: Design, test, and implement disaster recovery plans to ensure business continuity in case of system failures, natural disasters, or cyber-attacks.
• Security Management:
  Security Patch Management: Ensure all infrastructure components, including operating systems and network devices, are regularly updated with the latest security patches.
  Access Control: Implement and manage security policies for access control, ensuring that only authorized users have access to sensitive systems and data.
  Vulnerability Management: Conduct vulnerability assessments and work with security teams to mitigate potential risks and vulnerabilities in the infrastructure.
  Firewalls and VPNs: Configure and maintain firewalls and VPNs to secure network traffic and prevent unauthorized access.