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.