Infrastructure Operations Support Engineer

Position Summary

We are seeking an Infrastructure Operations Support Engineer to join a Technology Operations team providing first-level support and incident resolution for a large-scale enterprise infrastructure environment. This position focuses on maintaining the availability and stability of server operating systems, physical server hardware, storage platforms, and related infrastructure technologies.

The ideal candidate has a strong infrastructure operations and production support background, with hands-on experience performing break/fix troubleshooting, incident triage, root-cause investigation, and escalation.

Important: This is not a desktop support or help desk position. Candidates whose primary experience is end-user, desktop, or service desk support will not be considered.

Key Responsibilities

• Provide first-level operational support for enterprise infrastructure systems.
• Monitor, troubleshoot, and resolve production infrastructure incidents.
• Support Red Hat Enterprise Linux (RHEL) and Windows Server environments.
• Diagnose hardware, operating system, storage, and connectivity-related issues.
• Support enterprise server hardware, SAN, and NAS technologies.
• Perform rapid incident triage and break/fix troubleshooting to restore services quickly.
• Escalate complex incidents to appropriate engineering teams while providing detailed technical findings.
• Participate in incident management and production support processes.
• Document troubleshooting activities, resolutions, and operational procedures.
• Work collaboratively with infrastructure, engineering, application, and operations teams.
• Maintain a strong focus on system availability, operational excellence, and customer service.

Required Qualifications

• Hands-on experience supporting Red Hat Linux and Windows Server environments.
• Strong background in infrastructure operations and production support.
• Demonstrated break/fix troubleshooting and incident resolution experience.
• Knowledge of enterprise server hardware and infrastructure components.
• Experience with SAN and NAS storage technologies.
• Ability to quickly diagnose, troubleshoot, and escalate production issues.
• Experience working within formal incident management and escalation processes.
• Strong communication, teamwork, and customer-service skills.

The strongest candidate will come from an Infrastructure Operations, Data Center Operations, Server Operations, Systems Administration, or Production Support background and will have significant hands-on experience troubleshooting servers, operating systems, hardware, and storage infrastructure.

Desktop Support and Help Desk experience alone is not sufficient for this position.