
Infrastructure Support Engineer
13 hours ago
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.
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