L1 Infrastructure Support Engineer

Role Overview

As an L1 Infrastructure Support Engineer, you will be responsible for monitoring alerts from various tools, categorizing and managing tickets, and performing initial troubleshooting following established procedures. You will act as the first line of defense in ensuring IT infrastructure stability and will escalate as needed with detailed diagnostic information.

Key Responsibilities

• Monitor alerts from Dynatrace, LogicMonitor, and Azure Monitor, creating and categorizing tickets in ServiceNow promptly within a 2-minute window.
• Conduct initial triage by verifying the legitimacy of alerts, classifying their severity levels (P1 to P4), and assigning tickets appropriately.
• Execute documented runbook steps including service restarts, log retrieval, re-running scheduled jobs, and standard Active Directory account unlocks.
• Escalate issues beyond L1 scope to L1.5 with comprehensive diagnostic context.
• Continuously update ServiceNow tickets with detailed troubleshooting notes, ensuring every action is logged and timestamped.
• Perform daily and overnight scheduled health checks and batch job monitoring adhering to checklists.
• Handle routine Active Directory tasks like resetting passwords for service accounts, modifying group memberships, and basic Group Policy troubleshooting.
• Participate actively in shift handovers to ensure seamless continuity without ambiguous ticket status.
• Maintain constant availability during shifts to respond to critical P1 incidents within five minutes if required.

Required Skills and Experience

• Between 2 and 4 years of professional experience in IT infrastructure support, Network Operations Center (NOC) tasks, or a comparable L1 position.
• Proficient in using ServiceNow for incident management, including creating, updating, resolving, and transferring tickets.
• Good working knowledge of Windows Server platforms and Active Directory administration.
• Basic understanding of networking principles including TCP/IP, DNS, DHCP, and routing fundamentals.
• Familiarity with at least one monitoring tool such as Dynatrace, LogicMonitor, SolarWinds, or Nagios.
• Willingness and ability to work rotating shifts covering nights and weekends in a 24x7 operational environment.
• Effective English communication skills, sufficient for ticket documentation and coordination with US-based teams.

Preferred Qualifications

• Certification in Azure fundamentals (AZ-900) is desirable.
• Experience with Microsoft 365 and Entra ID.
• Background supporting US-based retail or fuel/convenience clients.
• Knowledge of PowerShell scripting for automating Active Directory tasks.

Soft Skills and Personal Attributes

• Dependability: Consistently punctual and prepared for every shift.
• Discipline: Strict adherence to runbook procedures, even under repetitive circumstances.
• Meticulousness: Precise ticket categorization to support SLA adherence.
• Curiosity: Probes beyond surface issues by questioning the reasons behind escalations.
• Composure: Maintains calmness under pressure, especially during critical incident responses.