IT Infrastructure Operations Engineer I

Overview

First-line support for server and network infrastructure within a 24x7 global support team, handling initial triage, basic troubleshooting, and escalation of incidents.

What you'll do

• 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.

What you'll need

• 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, networking fundamentals (TCP/IP, DNS, DHCP), and familiarity with enterprise infrastructure concepts.
• Foundational knowledge of ticketing systems, monitoring tools, and remote management interfaces.
• 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.

Nice to have

• Exposure to Dell iDRAC or similar BMC tools.
• Industry certifications such as CompTIA A+, Network+, or CCNA (or actively pursuing).
• Demonstrated eagerness to learn and grow technically.

Details

• Location: Remote, India.
• Works in a 24x7 rotational shift environment, including nights, weekends, and holidays.