Job at a glance
Job Description: • Provide Level 1 (L1) operational support for enterprise IT infrastructure including servers, operating systems, network devices, and related services. • Perform 24/7 monitoring of infrastructure systems using enterprise monitoring tools and respond to alerts, incidents, and service requests in a timely manner. • Conduct initial triage, diagnosis, and troubleshooting of infrastructure-related incidents before escalating to Level 2 or Level 3 support teams when necessary.
• Monitor the health and availability of servers, network devices, storage systems, and critical services to ensure system uptime and service continuity. • Manage and update incident tickets, service requests, and alerts within the IT Service Management (ITSM) platform while ensuring adherence to SLA requirements. • Execute standard operational procedures (SOPs) for routine infrastructure tasks such as system checks, log monitoring, and service validation.
• Perform basic user account administration, including account creation, password resets, and access-related requests following security policies. • Monitor backup jobs and scheduled tasks, ensuring successful completion and reporting any failures for escalation. • Support basic troubleshooting of network connectivity issues, including verification of IP connectivity, DNS resolution, and service availability.
• Assist in change implementation activities by executing approved changes under supervision and documenting results. • Maintain accurate operational documentation, knowledge base articles, and incident records to support continuous service improvement. • Coordinate with internal teams, vendors, and application support teams during incident resolution and service restoration activities. • Support Production, UAT, and Development environments to ensure stable infrastructure operations.
• Participate in shift-based operations including nights, weekends, and holidays as part of a 24/7 support model. • Continuously develop technical skills and knowledge through training, certification, and hands-on operational experience. Requirements Qualifications • Bachelor’s degree in Information Technology, Computer Science, or a related field, or equivalent practical experience. • Basic knowledge of IT infrastructure environments, including servers, storage, virtualization, and networking fundamentals.
• Familiarity with Windows Server and/or Linux operating systems. • Basic understanding of networking concepts, including TCP/IP, DNS, DHCP, and connectivity troubleshooting tools such as ping and traceroute. • Experience or familiarity with enterprise monitoring tools (e.g., SolarWinds, Zabbix, Nagios, PRTG, or similar). • Exposure to IT Service Management (ITSM) tools such as ServiceNow, Jira Service Management, or similar platforms.
• Understanding of incident management, problem management, and change management processes aligned with ITIL practices. • Basic knowledge of backup monitoring and system health checks. • Strong analytical and troubleshooting skills with attention to detail. • Good communication and documentation skills with the ability to coordinate effectively with cross-functional teams. • Ability to work effectively in a 24/7 shift-based operational environment including remote or onsite support when required.
• Demonstrated willingness to learn new technologies and grow within the infrastructure support domain.