L1 Infrastructure Support Engineer

at  Dicetek LLC

1. Monitoring & Incident Detection:

• Monitor servers, storage, and other IT infrastructure using tools such as SolarWinds, Dynatrace, and Nexthink.
• Detect and respond to hardware and software alerts promptly.
• Escalate issues to L2/L3 teams following standard procedures

Required Qualifications:

• Experience: 1-3 years of experience in infrastructure support roles.
• Technical Skills: Basic knowledge of servers, virtualization, and networking.
• Tools: Familiarity with monitoring and support tools like SolarWinds, Dynatrace, Nexthink, and incident management tools like ServiceNow.
• Problem-Solving: Effective troubleshooting skills for infrastructure issues.
• Communication: Clear communication for technical and non-technical discussions

Preferred Qualifications:

• Certifications like CompTIA Server+ or basic infrastructure certifications.
• Experience with virtual environments and cloud-based infrastructure

ROLE OVERVIEW:

We are seeking a proactive L1 Infrastructure Support Engineer to provide support for hardware, servers, and storage systems. The candidate should have a foundational understanding of IT infrastructure with experience in using key tools like SolarWinds, Dynatrace, ServiceNow, and Nexthink for monitoring and incident management.

KEY RESPONSIBILITIES:

1. Monitoring & Incident Detection:

• Monitor servers, storage, and other IT infrastructure using tools such as SolarWinds, Dynatrace, and Nexthink.
• Detect and respond to hardware and software alerts promptly.
• Escalate issues to L2/L3 teams following standard procedures.

1. Basic Troubleshooting & Incident Management:

• Perform basic troubleshooting for hardware and system issues, using logs and system diagnostics.
• Record incidents in ServiceNow, categorize, and escalate as needed.
• Communicate incident status and resolution steps clearly to stakeholders.

1. Infrastructure Maintenance & Support:

• Assist with routine maintenance tasks like updates, backups, and health checks.
• Support hardware and software installations and upgrades under L2 guidance.
• Use Nexthink for deeper endpoint insights and health checks.

1. Documentation & Reporting:

• Maintain accurate documentation for infrastructure setups and troubleshooting processes.
• Generate regular reports on infrastructure health and incident metrics.

1. Collaboration & Communication:

• Coordinate with L2/L3 teams to resolve issues efficiently.
• Participate in team discussions to support continuous improvement.

Required Qualifications:

• Experience: 1-3 years of experience in infrastructure support roles.
• Technical Skills: Basic knowledge of servers, virtualization, and networking.
• Tools: Familiarity with monitoring and support tools like SolarWinds, Dynatrace, Nexthink, and incident management tools like ServiceNow.
• Problem-Solving: Effective troubleshooting skills for infrastructure issues.
• Communication: Clear communication for technical and non-technical discussions.

Preferred Qualifications:

• Certifications like CompTIA Server+ or basic infrastructure certifications.
• Experience with virtual environments and cloud-based infrastructure.