Infrastructure Engineer

Questronix Corporation; Makati; On-site; PHP 334,800 - 558,000; Full time

Job summary

A leading IT support firm in the Philippines is seeking a Level 1 Support Technician to provide operational support for IT infrastructure. The successful candidate will monitor systems, troubleshoot incidents, and maintain documentation. A Bachelor’s degree in Information Technology or related field is required, along with the ability to work effectively in a 24/7 environment. This role offers opportunities for skill development and growth within the IT support domain.

Qualifications

• Bachelor's degree in IT, Computer Science, or equivalent experience.
• Basic knowledge of IT infrastructure, networking fundamentals, and operating systems.
• Ability to work in a 24/7 shift-based operational environment.

Responsibilities

• Provide Level 1 operational support for enterprise IT infrastructure.
• Monitor infrastructure systems and respond to alerts and incidents.
• Conduct initial triage and troubleshooting of infrastructure incidents.
• Support Production, UAT, and Development environments.

Skills

Analytical skills

Communication skills

Troubleshooting skills

Attention to detail

Education

Bachelor’s degree in Information Technology or related field

Tools

SolarWinds

Zabbix

ServiceNow

Jira Service Management

Job description

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.

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.