L1 Infrastructure Support Engineer
Dicetek LLC
Date: 22 hours ago
City: Abu Dhabi
Contract type: Contractor
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
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.
- 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.
- Certifications like CompTIA Server+ or basic infrastructure certifications.
- Experience with virtual environments and cloud-based infrastructure.
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