• 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.
Requirements
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.
