Infrastructure Support Engineer

Key Responsibilities Infrastructure Support

• Provide L1/L2 technical support for IT infrastructure.
• Monitor servers, network devices, applications, and infrastructure services.
• Troubleshoot hardware, software, operating system, and connectivity issues.
• Perform basic server administration and maintenance activities.
• Support Windows and Linux environments.
• Monitor system health, CPU, memory, disk utilization, and availability.
• Perform routine system checks and ensure infrastructure availability.
• Escalate complex issues to L2/L3 teams or relevant vendors.

Desktop & End-User Support

• Provide technical support to users for:
  • Desktop/laptop issues
  • Operating system issues
  • Software installation
  • Printer/scanner issues
  • Email/Outlook issues
  • VPN connectivity
  • Network connectivity
• Install and configure operating systems and required applications.
• Manage user accounts and access as per defined processes.
• Support onboarding/offboarding activities from an IT infrastructure perspective.

Network Support

• Troubleshoot basic LAN/WAN/Wi-Fi/VPN connectivity issues.
• Understand basic networking concepts such as:
  • TCP/IP
  • DNS
  • DHCP
  • IP addressing
  • Subnetting
  • Routing
  • Switching
  • VPN
• Perform basic network troubleshooting using tools such as ping , tracert/traceroute , ipconfig/ifconfig , and nslookup .

Server & Operating System Support

• Support Windows Server and/or Linux environments.
• Monitor server availability and resource utilization.
• Perform basic user, service, process, and file-system administration.
• Support patching, software installation, and system configuration.
• Monitor disk space and perform basic housekeeping activities.
• Troubleshoot system and service-related issues.

Monitoring & Incident Management

• Monitor infrastructure through monitoring tools and dashboards.
• Respond to infrastructure alerts and incidents.
• Log and track incidents in the ITSM/ticketing system .
• Ensure incidents are resolved within defined SLA timelines .
• Perform initial troubleshooting and root-cause analysis.
• Maintain proper documentation of incidents and resolutions.
• Escalate critical incidents according to defined escalation procedures.

Backup & Security Support

• Monitor scheduled backup jobs and report backup failures.
• Support basic backup and restore activities.
• Follow IT security policies and infrastructure standards.
• Support antivirus/EDR, endpoint security, and patch-management activities.
• Ensure systems comply with organizational security policies.
• Assist with vulnerability remediation and security-related infrastructure activities.

Documentation

• Maintain infrastructure documentation, asset records, and support procedures.
• Prepare daily/weekly operational reports.
• Maintain troubleshooting guides and knowledge-base documents.
• Update network/server/application inventory as required.

Mandatory Technical Skills Operating Systems

• Windows 10/11 - Mandatory
• Basic knowledge of Windows Server
• Basic Linux knowledge - preferred

Networking - Mandatory

• TCP/IP
• DNS
• DHCP
• LAN/WAN
• VPN
• IP addressing
• Basic routing and switching
• Basic firewall concepts

Infrastructure

• Basic server administration
• Hardware troubleshooting
• Storage and disk management
• System monitoring
• Backup concepts
• Patch management
• IT asset management

IT Support

• Incident Management
• Service Request Management
• Troubleshooting
• SLA Management
• Ticketing tools
• Remote Desktop Support

Tools

• ServiceNow
• Jira Service Management
• ManageEngine
• SolarWinds
• PRTG
• Zabbix
• Microsoft Active Directory
• Microsoft 365
• TeamViewer / AnyDesk