L1 Infrastructure Support Engineer

KEY RESPONSIBILITIES

• Monitor incoming alerts from Dynatrace, LogicMonitor, and Azure Monitor; create and categorize tickets in ServiceNow within 2 minutes of alert.
• Perform first-pass triage: verify alert is genuine (not a false positive), classify severity (P1-P4), assign to correct queue.
• Execute documented runbook procedures for known issues service restarts, log collection, scheduled job re-runs, common AD account unlocks.
• Escalate to L1.5 with full diagnostic context when issue is outside L1 runbook scope.
• Update ServiceNow tickets continuously with troubleshooting notes every action documented, every step timestamped.
• Run scheduled health checks and overnight batch monitoring per the daily checklist.
• Handle Active Directory routine tasks: password resets for service accounts, group membership changes, basic GPO troubleshooting.
• Participate in shift handover at the start and end of every shift — no ticket left in ambiguous state.
• Maintain on-call awareness during shift — be available to join a P1 bridge within 5 minutes if needed.

REQUIRED SKILLS & EXPERIENCE

• 2–4 years in IT infrastructure support, NOC operations, or similar L1 role.
• Hands-on experience with ServiceNow incident management — opening, updating, resolving, transferring tickets.
• Working knowledge of Windows Server administration and Active Directory.
• Basic networking knowledge: TCP/IP, DNS, DHCP, basic routing concepts.
• Familiarity with at least one monitoring tool: Dynatrace, LogicMonitor, SolarWinds, Nagios, or similar.
• Comfortable working rotating shifts including nights and weekends in a 247 environment.
• English communication adequate for written ticket updates and shift handovers with US-based teams.

PREFERRED / NICE TO HAVE

• Azure fundamentals (AZ-900) certification.
• Microsoft 365 / Entra ID exposure.
• Experience supporting a US-based retail or fuel/convenience client.
• Familiarity with PowerShell for AD task automation.

SOFT SKILLS & BEHAVIORS

• Reliability — turns up to every shift on time and ready.
• Discipline — follows the runbook even when it's the tenth time today.
• Attention to detail — accurate ticket categorization matters for SLA tracking.
• Curiosity — asks 'why' when escalating, not just 'what'.
• K alm under pressure — first response to a P1 sets the tone for the whole bridge.K