Infrastructure Support Engineer
An Infrastructure Support Engineer works on maintaining and troubleshooting the physical and virtual systems that support the IT needs of an organization, including servers, storage, and networking equipment.
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Sample Job Descriptions for Infrastructure Support Engineer
Below are the some sample job descriptions for the different experience levels, where you can find the summary of the role, required skills, qualifications, and responsibilities.
Junior (0-2 years of experience)
Summary of the Role
The Infrastructure Support Engineer will be responsible for maintaining and supporting the company's IT infrastructure, ensuring high availability and optimal performance of network systems and services. This role requires a strong foundation in IT systems, troubleshooting skills, and a commitment to providing excellent customer service.
Required Skills
- Knowledge of Windows/Linux server environments.
- Familiarity with network protocols (TCP/IP, DNS, DHCP, etc.).
- Basic understanding of virtualization technologies (e.g., VMware, Hyper-V).
- Strong customer service orientation and patience in dealing with difficult issues.
- Proactive learner with the willingness to take on challenging tasks.
- Effective time management and prioritization abilities.
Qualifications
- Bachelor's degree in Computer Science, Information Technology, Systems Engineering, or a related field.
- Knowledge of computer hardware, networking systems, and software applications.
- Understanding of basic IT security principles.
- Excellent problem-solving and communication skills.
- Ability to work well independently as well as part of a team.
- Prior experience with help desk support and remote troubleshooting is a plus.
Responsibilities
- Monitor and maintain the organization's IT infrastructure including servers, networks, and security systems.
- Provide first-level contact and problem resolution for all users with hardware, software, and applications problems.
- Resolve user-submitted incidents and service requests using remote tools and incident management systems.
- Execute routine maintenance and system checks to ensure the stability of network environments.
- Assist in the configuration and deployment of new hardware and software.
- Collaborate with senior staff on the planning and implementation of system updates and improvements.
- Ensure the rigorous application of information security policies and procedures.
- Document all technical issues, solutions, and processes in accordance with company policies.
Intermediate (2-5 years of experience)
Summary of the Role
An Infrastructure Support Engineer is a key technical role responsible for ensuring the stability, integrity, and efficient operation of information systems that support core organizational functions. This individual will implement, monitor, and maintain IT systems, including network, security, and server infrastructure.
Required Skills
- Strong problem-solving and critical thinking skills.
- Excellent communication and interpersonal skills.
- Proficient in troubleshooting, network diagnostics, and network analytics.
- Ability to manage multiple tasks and projects in a fast-paced environment.
- Knowledge of relevant IT policies and procedures to ensure system security.
- Good team player with the ability to work independently as well.
Qualifications
- Bachelor's degree in Computer Science, Information Technology, or a related field.
- Proven experience with network architecture and client/server technology.
- Hands-on experience with monitoring, network diagnostic, and network analytics tools.
- Understanding of security protocols, IT systems, and networking infrastructure.
- Experience with cloud services, such as AWS, Microsoft Azure, or Google Cloud.
- Familiarity with scripting and system automation (e.g., PowerShell, Python, Bash).
Responsibilities
- Monitor and maintain the organization's IT infrastructure to ensure system availability.
- Troubleshoot and resolve infrastructure issues in a timely manner.
- Implement and support network and security solutions.
- Collaborate with IT team to improve and upgrade systems.
- Document system configuration and operational procedures.
- Participate in disaster recovery efforts and backup procedures.
- Provide technical support and guidance to end-users.
- Stay informed of the latest industry trends and technologies.
Senior (5+ years of experience)
Summary of the Role
We are seeking a seasoned Infrastructure Support Engineer with over 5 years of experience in managing and supporting IT infrastructure. The ideal candidate will be proficient in ensuring the stability, integrity, and efficient operation of in-house information systems that support core organizational functions.
Required Skills
- In-depth technical knowledge of infrastructure components and their maintenance.
- Excellent problem-solving and analytical skills.
- Strong communication and interpersonal skills to interact with team members, stakeholders, and external vendors.
- Leadership skills with the ability to guide and mentor junior staff.
- Ability to manage time and resources effectively to meet deadlines.
- Willingness to continue learning and updating skills as IT infrastructure technologies evolve.
- Capacity to handle stress and work under pressure in emergency situations.
Qualifications
- Bachelor's degree in Computer Science, Information Technology, Engineering, or a related field.
- Minimum of 5 years experience in an IT infrastructure support role.
- Professional certifications such as Cisco CCNP/CCIE, Microsoft MCSE, or VMware VCP are highly regarded.
- Strong knowledge of networking, server architecture, and security principles.
- Experience with cloud services (AWS, Azure, Google Cloud), virtualization technologies, and containerization.
- Familiarity with IT service management practices (ITIL, COBIT).
- Demonstrated ability to work with cross-functional teams and manage projects.
- Proven track record in incident management and disaster recovery.
Responsibilities
- Oversee and maintain all aspects of an organization's IT infrastructure, including network components, servers, and security systems.
- Implement and manage disaster recovery and back-up procedures as well as information security and control structures.
- Coordinate with IT teams to ensure that hardware and software installations are carried out according to plan.
- Provide technical guidance and support to other team members in managing complex hardware and software issues.
- Lead troubleshooting and incident response efforts, ensuring minimal disruption to business activities.
- Monitor system performance to ensure everything operates at optimum levels and propose necessary enhancements.
- Develop and maintain comprehensive documentation for the infrastructure and systems.
- Regularly review and recommend improvements for upgrading system capabilities.
- Act as a point of contact for vendors and service providers to ensure that services and supplies are delivered according to contractual commitments.
- Conduct training sessions for staff on system operations and protocols.
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