L1 Infrastructure Support Engineer

Dicetek LLC; Abu Dhabi; On-site; AED 60,000 - 90,000; Full time

Job summary

Dicetek LLC is seeking a proactive L1 Infrastructure Support Engineer to support hardware, servers, and storage systems. This role requires foundational knowledge of IT infrastructure and experience with tools such as SolarWinds and ServiceNow. The engineer will monitor, troubleshoot, and engage in routine maintenance tasks while communicating effectively with L2/L3 teams.

Qualifications

• 1-3 years of experience in infrastructure support.
• Familiarity with SolarWinds, ServiceNow, and other monitoring tools.
• Effective problem-solving and communication skills.

Responsibilities

• Monitor IT infrastructure using tools like SolarWinds and Dynatrace.
• Perform basic troubleshooting and manage incidents in ServiceNow.
• Assist with routine maintenance and support hardware installations.

Skills

Basic knowledge of servers

Virtualization

Networking

Effective troubleshooting

Clear communication

Education

Certifications like CompTIA Server+

Tools

SolarWinds

Dynatrace

ServiceNow

Nexthink

Job description

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.