A Level 1 IT Infrastructure Engineer is responsible for providing foundational support, maintenance, and setup for our client's IT infrastructure. This role focuses on initial issue diagnosis, basic troubleshooting, supporting more complex tasks under the guidance of higher-level engineers, and assisting with infrastructure setup tasks. Below is a detailed outline of the scope of responsibilities and tasks for a Level 1 IT Infrastructure Engineer:
Core Responsibilities:
1. Basic Network and Systems Implementation and Support:
o Device Configuration: Configuration and deployment of systems and network devices such as servers, routers, switches, and access points under the supervision of senior engineers.
o Connectivity Troubleshooting: Diagnose and resolve basic systems and network issues, escalating to level 2 support if necessary.
o Basic knowledge on Network security and Firewalls.
o Patch Management: Assist with the deployment of software updates and patches.
2. Infrastructure Setup:
o Server and Network Devices Installation: Perform physical setup, installation, and basic configuration.
o Cable Management: Participate in cable management and physical layout of network infrastructure in data centers and office environments.
3. Documentation and Reporting:
o Knowledge Base: Maintain and update IT documentation, including knowledge base articles and technical guides.
o Incident Reports: Document incidents and resolutions in the ticketing system for tracking and analysis.
o Status Reports: Provide regular updates on support activities and issues to senior engineers and management.
4. Collaboration and Communication:
o Team Collaboration: Work closely with higher-level engineers and IT team members to resolve complex issues and complete projects.
o User Communication: Communicate effectively with end-users to understand their issues, provide status updates, and ensure satisfactory resolution.
Skills and Competencies:
1. Technical Proficiency:
o Basic understanding of networking concepts (e.g., TCP/IP, DNS, DHCP).
o Familiarity with operating systems (Windows, Linux).
o Understanding of common software applications and tools.
2. Problem-Solving Skills:
o Ability to diagnose and resolve basic technical issues.
o Effective troubleshooting skills.
3. Communication Skills:
o Clear and effective communication with end-users and team members.
o Ability to explain technical concepts to non-technical users.
4. Customer Service Orientation:
o Strong customer service skills to provide a positive support experience.
o Patience and empathy when dealing with user issues.
5. Organizational Skills:
o Ability to manage multiple tasks and priorities.
o Attention to detail in documentation and issue tracking.
Professional Development:
· Training: Participate in ongoing training and development opportunities to enhance technical skills.
· Certifications: Encouraged to pursue relevant certifications to advance technical knowledge and career progression.
