Infrastructure L1 Support

Female resource ABOUT THE ROLE We are looking for a motivated and technically sound Infrastructure Support Engineer (L1) to join our IT operations team. In this role, you will be responsible for day-to-day support of the organization's virtualization environment, server infrastructure, and end-user systems. You will work closely with senior engineers to resolve incidents, apply system patches, maintain VMware and ESXi environments, and manage support tickets in line with SLA commitments.

KEY RESPONSIBILITIES

VMware & ESXi Administration

• Monitor and maintain VMware vSphere / ESXi host environments.
• Perform scheduled VMware patching and upgrades using VMware Update Manager (VUM) / Lifecycle Manager.
• Assist in VM provisioning, cloning, snapshot management, and resource allocation.
• Respond to ESXi host alerts and resolve basic hypervisor-level issues.
• Support vCenter Server operations and manage host/VM configurations.
• Coordinate with L2/L3 teams during critical VMware incidents or ESXi failures. Windows Server Administration & Patching
• Execute Windows Server patching cycles using WSUS, SCCM, or similar patch management tools.
• Monitor patch compliance and generate reports for audits and management review.
• Troubleshoot failed patch deployments and coordinate re-patching activities.
• Perform pre- and post-patching health checks on servers (CPU, memory, disk, services).
• Maintain server inventory and documentation related to patch schedules and status. Incident & Ticketing Management
• Log, classify, prioritize, and resolve infrastructure incidents within defined SLA timelines.
• Manage tickets through ITSM tools (ServiceNow, Jira Service Management, Remedy, or similar).
• Provide timely updates and clear communication to end-users on incident status.
• Escalate unresolved issues to L2/L3 teams with detailed notes and diagnostics.
• Contribute to the knowledge base by documenting resolutions and recurring issues. General Infrastructure Support
• Monitor infrastructure health using tools such as SolarWinds, Nagios, PRTG, or Zabbix.
• Perform routine maintenance tasks including backups, log reviews, and disk space management.
• Support network-related troubleshooting in coordination with the network team.
• Assist with data center operations including hardware replacement and cabling.
• Participate in on-call rotation for after-hours infrastructure support when required. REQUIRED QUALIFICATIONS
• 2–3 years of hands-on experience in an IT infrastructure or systems support role.
• Solid knowledge of VMware vSphere and ESXi (configuration, patching, troubleshooting).
• Experience with Windows Server (2016/2019/2022) administration and patch management.
• Familiarity with ITSM/ticketing platforms (ServiceNow, Remedy, Jira SM, or equivalent).
• Understanding of ITIL processes including Incident, Change, and Problem Management.
• Basic knowledge of Active Directory, DNS, and DHCP in a Windows environment.
• Experience using monitoring tools to track system health and generate alerts.
• Strong analytical and troubleshooting skills with attention to detail.
• Ability to work effectively in a fast-paced, team-oriented environment. PREFERRED / NICE-TO-HAVE SKILLS
• VMware Certified Professional (VCP) certification or equivalent.
• Experience with backup solutions such as Veeam, Veritas NetBackup, or Commvault.
• Exposure to Linux server administration (RHEL, CentOS, Ubuntu).
• Knowledge of storage technologies: SAN, NAS, or iSCSI.
• Familiarity with scripting for automation: PowerShell or Python basics.
• Experience with cloud platforms: Azure, AWS, or GCP (basic understanding).
• ITIL Foundation certification is a plus.

EDUCATION

• Bachelor's degree in Computer Science, Information Technology, or a related field.
• Equivalent work experience with relevant certifications will also be considered. KEY COMPETENCIES Technical Competency Proficiency Level VMware vSphere / ESXi Intermediate Windows Server Administration Intermediate Patch Management (WSUS / SCCM) Intermediate ITSM Ticketing Tools Intermediate Active Directory Basic – Intermediate Infrastructure Monitoring Tools Basic – Intermediate Backup & Recovery Tools Basic PowerShell / Scripting Basic WORK ENVIRONMENT & SCHEDULE
• Standard business hours (Monday to Friday) with potential on-call responsibilities.
• Collaborative team environment with access to a lab/test environment for learning.
• Opportunities for certifications, training, and career progression to L2/L3 roles.
• Regular performance reviews tied to SLA adherence and ticket resolution metrics.