Infrastructure Support Engineer

2 weeks ago

Abu Dhabi, Abu Dhabi, United Arab Emirates Dicetek LLC Full time
Roles and responsibilities

We are seeking a proactive L1Infrastructure Support Engineer to provide support for hardware,servers, and storage systems. The candidate should have afoundational understanding of IT infrastructure with experience inusing key tools like SolarWinds, Dynatrace, ServiceNow, andNexthink for monitoring and incidentmanagement.

KeyResponsibilities

  • Monitoring & IncidentDetection:
  • Monitor servers, storage, and otherIT infrastructure using tools such as SolarWinds, Dynatrace, andNexthink.
  • Detect and respond to hardware andsoftware alerts promptly.
  • Escalate issues toL2/L3 teams following standardprocedures.
  • Basic Troubleshooting &Incident Management:
  • Perform basictroubleshooting for hardware and system issues, using logs andsystem diagnostics.
  • Record incidents inServiceNow, categorize, and escalate asneeded.
  • Communicate incident status andresolution steps clearly tostakeholders.
  • Infrastructure Maintenance& Support:
  • Assist with routinemaintenance tasks like updates, backups, and healthchecks.
  • Support hardware and softwareinstallations and upgrades under L2guidance.
  • Use Nexthink for deeper endpointinsights and health checks.
  • Documentation& Reporting:
  • Maintain accuratedocumentation for infrastructure setups and troubleshootingprocesses.
  • Generate regular reports oninfrastructure health and incidentmetrics.
  • Collaboration &Communication:
  • Coordinate with L2/L3 teams toresolve issues efficiently.
  • Participate in teamdiscussions to support continuous improvement.

RequiredQualifications

  • Experience: 1-3 years of experiencein infrastructure support roles.
  • TechnicalSkills: Basic knowledge of servers, virtualization, andnetworking.
  • Tools: Familiarity with monitoringand support tools like SolarWinds, Dynatrace, Nexthink, andincident management tools likeServiceNow.
  • Problem-Solving: Effectivetroubleshooting skills for infrastructureissues.
  • Communication: Clear communication fortechnical and non-technical discussions.

PreferredQualifications

  • Certifications like CompTIA Server+or basic infrastructurecertifications.
  • Experience with virtualenvironments and cloud-based infrastructure.
Desired candidate profile

  • InfrastructureManagement:

    • HardwareSupport: Ensure the proper functioning andmaintenance of physical hardware, including servers, storagedevices, and network equipment. This may include diagnosinghardware issues, performing replacements, and managingupgrades.
    • Operating Systems andSoftware Installation: Install, configure, andmaintain operating systems (Windows, Linux, Unix, etc.), serversoftware, and relevantpatches/updates.
    • CloudInfrastructure: Manage cloud services (AWS, Azure,Google Cloud) and resources, ensuring scalability, security, andcost-effectiveness.
    • NetworkConfiguration and Support: Maintain and troubleshootnetwork components such as routers, switches, firewalls, VPNs, andload balancers. Ensure network availability andsecurity.

  • SystemMonitoring andMaintenance:

    • SystemMonitoring: Continuously monitor the performance ofservers, networks, and cloud infrastructure. Utilize monitoringtools like Nagios,Zabbix,SolarWinds, or cloud-native solutions(e.g., AWS CloudWatch) to detect and address potential issuesbefore they affectoperations.
    • PerformanceOptimization: Monitor system resources (CPU, memory,disk usage) and network performance to identify bottlenecks orinefficiencies. Implement changes to optimizeperformance.
    • RoutineMaintenance: Perform regular updates, patches, andsecurity scans to maintain the integrity of theinfrastructure.

  • Troubleshootingand IncidentManagement:

    • Troubleshooting:Identify, diagnose, and resolve hardware, software, ornetwork-related issues affecting the infrastructure. Troubleshootissues in a timely manner to minimize downtime anddisruption.
    • IncidentResponse: Manage incidents, log them, escalate whennecessary, and ensure that proper resolution is achieved. Utilize aticketing system such as Jira,ServiceNow, orZendesk to track and resolveincidents.
    • Root CauseAnalysis: After an incident is resolved, conduct apost-mortem analysis to identify the root cause and ensurepreventative measures are implemented to avoidrecurrence.

  • Backupand DisasterRecovery:

    • BackupSystems: Manage and schedule regular backups ofcritical infrastructure, ensuring data is protected fromloss.
    • DisasterRecovery: Design, test, and implement disasterrecovery plans to ensure business continuity in case of systemfailures, natural disasters, orcyber-attacks.

  • SecurityManagement:

    • SecurityPatch Management: Ensure all infrastructurecomponents, including operating systems and network devices, areregularly updated with the latest securitypatches.
    • AccessControl: Implement and manage security policies foraccess control, ensuring that only authorized users have access tosensitive systems anddata.
    • VulnerabilityManagement: Conduct vulnerability assessments andwork with security teams to mitigate potential risks andvulnerabilities in theinfrastructure.
    • Firewalls andVPNs: Configure and maintain firewalls and VPNs tosecure network traffic and prevent unauthorizedaccess.
Key Skills
Infrastructure,Infrastructure Management,SupportOperations
Employment Type :Full-time
Department / Functional Area: Engineering
Experience: years
Gender: Male
Vacancy: 1

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