L1 Infrastructure Support Engineer

Dicetek LLC; Abu Dhabi; On-site; USD 25,000 - 45,000; Full time

Job summary

A leading company in the UAE is seeking an L1 Infrastructure Support Engineer to monitor IT infrastructure and provide support for hardware, servers, and storage systems. The ideal candidate will have 1-3 years of experience and proficiency in using key tools like SolarWinds and ServiceNow for incident management and monitoring. This role involves troubleshooting, documentation, and collaboration with higher-level support teams to ensure efficient resolution of technical issues.

Qualifications

• 1-3 years in infrastructure support roles.
• Basic knowledge of servers, virtualization, and networking.
• Familiarity with monitoring and support tools.

Responsibilities

• Monitor servers and IT infrastructure using tools like SolarWinds.
• Perform basic troubleshooting for hardware and system issues.
• Maintain documentation for infrastructure setups and troubleshooting.

Skills

Troubleshooting

Communication

Monitoring

Incident Management

Tools

SolarWinds

Dynatrace

Nexthink

ServiceNow

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.