IT Infrastructure Operations Engineer I
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Job Description
Entry-level IT Infrastructure Operations Engineer supporting critical server and network infrastructure in a 24x7 environment. Ensuring timely response to service tickets and collaboration with senior engineers.
Responsibilities:
- Monitor server and network infrastructure health using established monitoring tools and dashboards, identifying alerts and anomalies requiring attention.
- Provide first-level response to service tickets within the organization´s ticketing system, ensuring 2-hour initial response SLA compliance for all incoming requests.
- Perform basic troubleshooting of Dell PowerEdge server hardware issues using iDRAC interfaces, RAID, escalating complex problems to L2 support with detailed documentation.
- Execute routine health checks on Cisco routers and switches, documenting status and flagging any deviations from normal operating parameters.
- Follow standardized runbooks and operational procedures for common infrastructure issues, ensuring consistent resolution approaches across the team.
- Log and document all incidents, actions taken, and resolutions in the ticketing system with accurate and detailed information for knowledge management.
- Escalate unresolved or complex issues to L2/L3 engineers with comprehensive handover notes including symptoms, actions attempted, and relevant logs.
- Assist with routine maintenance activities including scheduled reboots, basic configuration backups, and pre-approved firmware update executions under supervision.
- Participate in shift handover meetings, providing clear status updates on open tickets and ongoing issues to incoming team members.
- Coordinate with on-site technicians and vendors for basic hardware replacement activities, ensuring proper ticketing and tracking of all dispatch requests.
- Maintain awareness of scheduled maintenance windows and change activities, monitoring for any unexpected impacts during and after implementation.
- Contribute to the continuous improvement of runbooks and documentation by identifying gaps and suggesting updates based on real-world incident handling experience.
Requirements:
- Bachelors 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, networking fundamentals (TCP/IP, DNS, DHCP), and 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 with the ability to document issues clearly and escalate effectively to senior engineers.
- Willingness to work in a 24x7 rotational shift environment, including nights, weekends, and holidays, supporting a global infrastructure.
- Industry certifications such as CompTIA A+, Network+, or CCNA (or actively pursuing) are preferred; demonstrated eagerness to learn and grow technically.
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