Infrastructure Engineer

Skill Set: Infrastructure Engineer

Position: FTE

Contract: B2B/Freelance

Languages: Arabic & English

Days per week: 2 days

Location: Abu Dhabi, UAE

Job Summary

The Infrastructure Engineer – Level 1 is responsible for providing first-line support for IT infrastructure systems, ensuring availability, performance, and security of enterprise environments. This role focuses on incident handling, basic troubleshooting, and escalation following ITIL processes.

Key Responsibilities

1) Provide Level 1 support for infrastructure components including servers, networks, storage, and end-user systems.

2) Monitor infrastructure systems and respond to alerts and incidents.

3) Log, track, and update incidents and service requests using ticketing tools.

4) Perform basic troubleshooting of Windows/Linux servers, network connectivity, and hardware issues.

5) Support user account management in Active Directory (password resets, unlocks, basic access).

6) Assist with backup checks, patching activities, and routine maintenance tasks.

7) Escalate complex or unresolved issues to Level 2/Level 3 teams with proper documentation.

8) Follow ITIL processes and comply with SLAs and security policies.

9) Maintain operational documentation and update knowledge base articles.

Required Skills & Qualifications

1) Basic knowledge of IT infrastructure (servers, networks, storage).

2) Familiarity with Windows and/or Linux environments.

3) Understanding of Active Directory and basic networking concepts (TCP/IP, DNS, DHCP).

4) Experience with ticketing systems and incident management.

5) Good communication skills and customer-focused mindset.

6) Ability to work in shifts, including weekends or on-call rotations.

Preferred Skills

1) Exposure to virtualization (VMware/Hyper-V).

2) Basic understanding of backup and monitoring tools.

3) ITIL Foundation certification (or willingness to obtain).

Experience & Education

1) 2 years of experience in IT support or infrastructure roles.

2) Bachelor’s degree, diploma, or equivalent technical certification in IT or related field