Infrastructure Engineer

Questronix Corporation; Philippines; On-site; PHP 279,000 - 502,000; Full time

Job summary

Questronix Corporation in the Philippines seeks a Level 1 IT Support Analyst to maintain enterprise infrastructure and respond to incidents across servers, OS, and networks. You will monitor systems 24/7 and perform initial triage before escalation.

Responsibilities include ITSM ticketing, SOP adherence, basic user administration, backups, and coordination with other teams. The role requires shifts including nights, weekends, and holidays.

Qualifications

• Experience providing Level 1 IT infrastructure support.
• Able to monitor, triage and escalate incidents per SLA.
• Familiar with SOPs, ITSM processes and documentation.

Responsibilities

• Provide Level 1 operational support for servers, OS, networks and related services.
• Monitor infrastructure 24/7 and respond to alerts and service requests.
• Triage and troubleshoot incidents before escalation.
• Update and manage incident tickets in the ITSM system.
• Execute SOPs for routine tasks and perform basic user account administration.
• Monitor backups and report failures.
• Coordinate with internal teams and vendors during incident resolution.
• Support Production, UAT, and Development environments.
• Participate in shift-based operations including nights, weekends, and holidays.
• Continue developing technical skills through training and certification.

Skills

IT support

Incident management

Network monitoring

Troubleshooting

Documentation

Tools

ITSM platform

Monitoring tools

Backup tooling

Job description

Job Description:

• Provide Level 1 (L1) operational support for enterprise IT infrastructure includingservers, operating systems, network devices, and related services.
• Perform 24/7 monitoring of infrastructure systems using enterprise monitoring toolsand respond to alerts, incidents, and service requests in a timely manner.
• Conduct initial triage, diagnosis, and troubleshooting of infrastructure-relatedincidents before escalating to Level 2 or Level 3 support teams when necessary.
• Monitor the health and availability of servers, network devices, storage systems, andcritical services to ensure system uptime and service continuity.
• Manage and update incident tickets, service requests, and alerts within the IT ServiceManagement (ITSM) platform while ensuring adherence to SLA requirements.
• Execute standard operational procedures (SOPs) for routine infrastructure tasks suchas system checks, log monitoring, and service validation.
• Perform basic user account administration, including account creation, passwordresets, and access-related requests following security policies.
• Monitor backup jobs and scheduled tasks, ensuring successful completion andreporting any failures for escalation.
• Support basic troubleshooting of network connectivity issues, including verification ofIP connectivity, DNS resolution, and service availability.
• Assist in change implementation activities by executing approved changes undersupervision and documenting results.
• Maintain accurate operational documentation, knowledge base articles, andincident records to support continuous service improvement.
• Coordinate with internal teams, vendors, and application support teams duringincident resolution and service restoration activities.
• Support Production, UAT, and Development environments to ensure stableinfrastructure operations.
• Participate in shift-based operations including nights, weekends, and holidays as partof a 24/7 support model.
• Continuously develop technical skills and knowledge through training, certification,and hands-on operational experience.