L1 Infrastructure Support Engineer

Dicetek LLC; Abu Dhabi; On-site; AED 120,000 - 200,000; Full time

Job summary

A technology services company in Abu Dhabi is seeking a proactive L1 Infrastructure Support Engineer to manage and support IT infrastructure. The ideal candidate should have 1-3 years of experience in infrastructure roles and familiarity with tools like SolarWinds, Dynatrace, and ServiceNow. Responsibilities include monitoring systems, troubleshooting, and maintaining accurate documentation. This position ensures a collaborative environment and supports continuous improvement in infrastructure processes.

Qualifications

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

Responsibilities

• Monitor infrastructure using SolarWinds and Dynatrace.
• Perform basic troubleshooting for hardware and software alerts.
• Record incidents in ServiceNow and escalate as needed.

Skills

Basic knowledge of servers

Effective troubleshooting skills

Clear communication

Education

Certifications like CompTIA Server+

Tools

SolarWinds

Dynatrace

ServiceNow

Nexthink

Job description

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.

Responsibilities

• 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.
• 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.
• 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.
• Maintain accurate documentation for infrastructure setups and troubleshooting processes.
• Generate regular reports on infrastructure health and incident metrics.
• 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.