IT Infrastructure Operations Engineer I

This is a fully remote position, open to applicants in India.

📋 Description

• Oversee the health of server and network infrastructure utilizing monitoring tools and dashboards.

• Provide initial response to service tickets, adhering to the 2-hour initial response SLA.

• Conduct basic troubleshooting of Dell PowerEdge server hardware through iDRAC and RAID, escalating complex issues to L2 support.

• Perform routine health checks on Cisco routers and switches.

• Adhere to standardized runbooks and operational protocols.

• Record and document incidents, actions taken, and resolutions within the ticketing system.

• Escalate unresolved or complex issues to L2/L3 engineers, ensuring comprehensive handover notes are provided.

• Assist with planned reboots, configuration backups, and supervised firmware updates.

• Take part in shift handover meetings and deliver status updates.

• Collaborate with on-site technicians and vendors for hardware replacement activities.

• Monitor scheduled maintenance windows and change activities for any unexpected impacts.

• Contribute to the ongoing enhancement of runbooks and documentation.

⛳️ Requirements

• Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent practical experience with a minimum of 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.

• Experience with Dell iDRAC or similar BMC tools is a plus.

• Strong verbal and written communication skills.

• Willingness to work in a 24/7 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

• 24/7 global support team environment.

• Opportunities for technical learning and growth.

• Possibility to pursue industry certifications such as CompTIA A+, Network+, or CCNA (preferred qualification, not a stated compensation benefit).