L1 Infrastructure Support Engineer

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

1. 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.
2. 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.
3. 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.
4. Documentation & Reporting:
   Maintain accurate documentation for infrastructure setups and troubleshooting processes. Generate regular reports on infrastructure health and incident metrics.
5. Collaboration & Communication:
   Coordinate with L2/L3 teams to resolve issues efficiently. Participate in team discussions to support continuous improvement.

Required Qualifications

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

Preferred Qualifications

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

Skills: solarwinds, communication, hardware support, infrastructure, nexthink, incident response, infrastructure maintenance, basic troubleshooting, servicenow, dynatrace, documentation, system diagnostics