IT Infrastructure Operations Engineer I

About the Job

We are seeking a dedicated IT Infrastructure Operations Engineer to join our 24x7 global support team. This entry-level position serves as the first line of support for server and network infrastructure, handling initial triage, basic troubleshooting, and escalation of incidents. The ideal candidate will have foundational knowledge of enterprise IT infrastructure, strong communication skills, and a passion for learning. You will work in a fast-paced environment supporting critical systems, following established runbooks, and ensuring timely response to service tickets while maintaining detailed documentation of all activities.

Key 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.

Required Skills

• 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; 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.

Tools Required

• Server & Hardware Tools: Dell iDRAC, Lifecycle Controller, OpenManage, RAID/PERC utilities for server provisioning, firmware baselining, and remote management.
• OS Deployment Tools: PXE boot infrastructure, iDRAC Virtual Media, Windows Server & Linux ISOs with hardening and automation scripts.
• Network Tools: Cisco IOS CLI, PoE management, VLAN/QoS configuration tools, network monitoring, and bandwidth/latency testing utilities.
• Automation & Operations Tools: Ansible, Python, CMDB systems, configuration backup tools, and documentation/diagramming platforms for global 24x7 operations.