Senior Infrastructure Engineer

The Infrastructure Engineer (Level
1) will be responsible for providing first-line support for IT infrastructure
, including servers (Windows/Linux), storage, virtualization platforms, network devices, and user endpoints. The role involves monitoring, troubleshooting, and performing basic administration tasks while escalating advanced issues to L2/L3 engineers and supporting Hand & Eyes to our US DC.

• Monitor server performance (CPU, memory, disk, services) using tools like vSphere.
• Monitor routers, switches, firewalls, and wireless controllers for availability and health via Juniper MIST AI Platform or any other platforms that are applicable from time to time
• Proactively identify alerts, open tickets, and ensure timely resolution/escalation.
• Maintain and update asset inventory (servers, endpoints, IP allocation, network diagrams).
• Provide first-line support for Windows/Linux servers (service restarts, patch status, user account issues, disk space alerts).
• Troubleshoot Active Directory authentication issues, group policy failures, and basic domain join problems.
• Provide support for Microsoft 365 / Exchange accounts (password reset, mailbox issues).
• Basic patching and antivirus updates on endpoints.
• Troubleshoot endpoint issues (Windows OS login problems, printer issues, VPN connectivity).

• First-level diagnosis of LAN/WAN/Wi-Fi issues (IP conflicts, DNS/DHCP issues, VPN connectivity).
• Basic configuration changes (port activation, VLAN assignment, firewall rule implementation) under guidance.
• Perform backups and restores of router/switch configurations as per policy.
• Liaise with ISP/vendor for link outages and hardware replacement.
• Racking , stacking of equipment and providing the cabling support when needed.
• Log, update, and resolve incidents and service requests in ITSM/ticketing tools.
• Escalate unresolved issues to L2/L3 with detailed troubleshooting notes and logs.
• Work closely with server, network, and security teams for cross-functional issues.
• Maintain accurate documentation for server/network procedures, incident RCA, and knowledge base.

• Basic administration of Windows Server (AD, DNS, DHCP, File Services).
• Exposure to Linux commands (user management, service management, log checks).
• Familiarity with virtualization platforms (VMware ESXi / vSphere, Hyper‑V basics).
• Knowledge of endpoint security (antivirus, patch management).

• Basic troubleshooting on Cisco/Juniper/Arista switches and routers.
• Familiarity with firewall policies and VPN configurations.
• Exposure to network monitoring and packet capture tools.

• ITSM platforms (Service Now, Remedy, Jira, Manage Engine).
• Monitoring solutions (Nagios, Zabbix, SCOM, Solar Winds).
• Remote access tools (RDP, SSH, Any Desk, Team Viewer).

• Diploma/Degree in Computer Science, IT, Electronics, or related field.
• Certifications (preferred):
• Cisco CCNA or JNCIA.
• ITIL Foundation (advantage).

• 4+ years of experience in IT Infrastructure support (server + network + endpoint).
• Resolution of incidents within SLA.
• Minimal repeated escalations due to missed troubleshooting steps.
• Accurate and updated infrastructure documentation.
• User satisfaction with timely response and clear communication.