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 established monitoring tools and dashboards, identifying alerts and anomalies that require attention.

• Deliver first-level responses to service tickets within the organization's ticketing system, ensuring compliance with a 2-hour initial response SLA for all incoming requests.

• Conduct basic troubleshooting of Dell PowerEdge server hardware issues using iDRAC interfaces and RAID, escalating complex problems to L2 support with thorough documentation.

• Carry out routine health checks on Cisco routers and switches, documenting status and flagging any deviations from standard operating parameters.

• Adhere to standardized runbooks and operational procedures for common infrastructure issues, ensuring consistent resolution strategies across the team.

• Record and document all incidents, actions taken, and resolutions in the ticketing system with precise and detailed information for knowledge management.

• Escalate unresolved or complex issues to L2/L3 engineers with comprehensive handover notes, including symptoms, attempted actions, and relevant logs.

• Aid with routine maintenance tasks including scheduled reboots, basic configuration backups, and pre-approved firmware update executions under supervision.

• Engage in shift handover meetings, providing clear status updates on open tickets and ongoing issues to incoming team members.

• Collaborate with on-site technicians and vendors for basic hardware replacement tasks, ensuring proper ticketing and tracking of all dispatch requests.

• Stay informed about scheduled maintenance windows and change activities, monitoring for any unexpected impacts during and after implementation.

• Contribute to the continual improvement of runbooks and documentation by identifying gaps and proposing updates based on practical incident handling experience.

⛳️ Requirements

• Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent practical experience with at least 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; experience with Dell iDRAC or similar BMC tools is a plus.

• 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; a demonstrated eagerness to learn and grow technically.

🏝️ Benefits

• Professional development opportunities