IT Infrastructure Operations Engineer I
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Job Description
Entry-level IT infrastructure engineer supporting servers, networks, and service tickets for a global 24x7 operations team in India. Troubleshooting hardware, monitoring systems, and escalating incidents.
Responsibilities:
- Monitor server and network infrastructure health using monitoring tools and dashboards
- Provide first-level response to service tickets and meet the 2-hour initial response SLA
- Perform basic troubleshooting of Dell PowerEdge server hardware using iDRAC and RAID, escalating complex issues to L2 support
- Execute routine health checks on Cisco routers and switches
- Follow standardized runbooks and operational procedures
- Log and document incidents, actions, and resolutions in the ticketing system
- Escalate unresolved or complex issues to L2/L3 engineers with comprehensive handover notes
- Assist with scheduled reboots, configuration backups, and supervised firmware updates
- Participate in shift handover meetings and provide status updates
- Coordinate with on-site technicians and vendors for hardware replacement activities
- Monitor scheduled maintenance windows and change activities for unexpected impacts
- Contribute to continuous improvement of runbooks and documentation
Requirements:
- Bachelor's degree in Computer Science, Information Technology, or related field, or equivalent practical experience with 2+ years in IT support roles
- Basic understanding of server hardware components
- Knowledge of networking fundamentals including TCP/IP, DNS, and DHCP
- Familiarity with enterprise infrastructure concepts
- Foundational knowledge of ticketing systems, monitoring tools, and remote management interfaces
- Exposure to Dell iDRAC or similar BMC tools is advantageous
- Strong verbal and written communication skills
- Willingness to work in a 24x7 rotational shift environment, including nights, weekends, and holidays
- CompTIA A+, Network+, or CCNA certifications are preferred or may be actively pursued
- Knowledge of Dell iDRAC, Lifecycle Controller, OpenManage, and RAID/PERC utilities
- Familiarity with PXE boot infrastructure, iDRAC Virtual Media, Windows Server, Linux ISOs, hardening, and automation scripts
- Knowledge of Cisco IOS CLI, PoE management, VLAN/QoS configuration, network monitoring, and bandwidth/latency testing utilities
- Familiarity with Ansible, Python, CMDB systems, configuration backup tools, and documentation/diagramming platforms
Benefits:
- 24x7 global support team environment
- Opportunity to learn and grow technically
- Industry certifications such as CompTIA A+, Network+, or CCNA may be pursued (preferred qualification, not a stated compensation benefit)
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