Infrastructure Support Engineer

13 hours ago


Abu Dhabi, Abu Dhabi, United Arab Emirates Sundus Full time
Roles and Responsibilities

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.
Desired Candidate Profile

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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