Job Description:

• 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.