We are hiring a Senior Infrastructure Support Engineer for an international client. This is a hands-on infrastructure operations and technical support role covering Windows, Linux, cloud, virtualization, backup, monitoring, patching, and incident management.

You will support multiple client environments and will be responsible for identifying and resolving infrastructure issues while maintaining high standards of availability, recoverability, documentation, and client service.

This opportunity is particularly suitable for an experienced L2 Infrastructure Support Engineer, Systems Engineer, System Administrator, Cloud Support Engineer, or MSP Support Engineer looking for a broad technical role with international client exposure.

Key Responsibilities

Infrastructure Support

- Support and troubleshoot Windows and Linux servers and applications.

- Diagnose operating system, service, performance, disk, memory, CPU, permissions, and connectivity issues.

- Analyze system and application logs to identify root causes.

- Troubleshoot basic DNS, DHCP, TCP/IP, VPN, and network connectivity issues.

- Resolve incidents independently where possible and escalate appropriately where specialist assistance is required.

Backup and Recovery

- Configure, monitor, and troubleshoot backup jobs across client environments.

- Investigate failed and incomplete backup jobs.

- Verify successful backups and ensure recoverability and data integrity.

- Assist with file, server, or VM recovery when required.

- Work with backup platforms such as Axcient, Commvault, Veeam, or similar solutions.

- Apply knowledge of full, incremental, and differential backups.

- Understand RPO, RTO, backup retention, and recovery concepts.

- Troubleshoot backup issues involving storage, agents, repositories, credentials, networks, and virtual machines.

Windows and Linux Administration

- Provide hands-on administration and troubleshooting of Windows -Server environments.

- Support Windows desktops where required.

- Troubleshoot services, Event Viewer logs, permissions, Active Directory, and common Windows infrastructure issues.

- Perform basic to intermediate Linux command-line troubleshooting.

- Diagnose Linux services, processes, logs, storage, permissions, CPU, memory, and networking issues.

- Perform routine server maintenance and health checks.

Virtualization

- Support VMware, Microsoft Hyper-V, Proxmox, and other hypervisor environments.

- Monitor virtual machines and virtualization hosts.

- Troubleshoot VM performance, storage, networking, and availability issues.

- Assist with VM creation, snapshots,



configuration, migration, and maintenance.

- Identify host or VM resource constraints.

Cloud Support

- Support servers and infrastructure hosted in Microsoft Azure and AWS.

- Troubleshoot cloud VMs, storage, connectivity, and access issues.

- Respond to cloud infrastructure alerts.

- Assist with cloud VM provisioning, configuration, recovery, and maintenance.

- Perform basic troubleshooting of cloud networking, permissions, and security configurations.

Monitoring and RMM

- Manage infrastructure monitoring across multiple client environments.

- Configure and tune alert thresholds.

- Investigate server, backup, storage, application, and infrastructure alerts.

- Reduce unnecessary alert noise while ensuring genuine problems are identified quickly.

- Monitor system health proactively before issues impact business operations.

- Experience with Datto RMM will be a significant advantage.

Patching and Maintenance

- Perform monthly Windows and Linux server patching.

- Troubleshoot failed patches and update issues.

- Validate server and application health following maintenance.

- Document completed activities and outstanding issues.

- Coordinate maintenance activities with other technical team members.

Ticket and SLA Management

- Triage, prioritize, investigate, and resolve technical support tickets.

- Manage multiple tickets while adhering to SLA response and resolution requirements.

- Document troubleshooting and resolutions clearly within tickets.

- Escalate issues promptly when required.

- Provide complete technical information during escalation or handover.

- Take ownership of issues through resolution.

Client Communication

- Communicate directly with international clients in a professional manner.

- Explain technical issues clearly without unnecessary jargon.

- Provide timely updates regarding incidents and troubleshooting progress.

- Gather appropriate diagnostic information from users and client contacts.

- Maintain a strong customer-service mindset.

Must-Have Skills

- 3 to 6 years of IT infrastructure, systems administration, or technical support experience.

- Strong Windows Server troubleshooting experience.





- Working knowledge of Linux administration and command-line troubleshooting.

- Hands-on experience with VMware, Hyper-V, Proxmox, or similar hypervisors.

- Experience supporting Microsoft Azure and/or AWS environments.

- Experience monitoring and troubleshooting server backups.

- Familiarity with Veeam, Axcient, Commvault, or similar backup platforms.

- Understanding of backup types, RPO, RTO, restore, and data-recovery concepts.

- Experience with server and infrastructure monitoring.

- Experience with monthly patching and server maintenance.

Basic networking knowledge including TCP/IP, DNS, DHCP, VPN, and connectivity troubleshooting.

- Experience with ticketing systems and SLA-driven technical support.

- Strong troubleshooting and analytical ability.

- Good written and spoken English.

- Comfortable communicating directly with clients.

- Ability to handle multiple tickets and client environments simultaneously.

Good-to-Have Skills

- Datto RMM experience.

- Previous experience working for an MSP or Managed Service Provider.

- Active Directory and Group Policy administration.

- Microsoft 365 administration.

- PowerShell or Bash scripting.

- Strong Veeam, Commvault, or Axcient experience.

- Azure or AWS administration certification.

- VMware, Microsoft, Linux, or backup technology certifications.

- ITIL knowledge.

What We Look For Beyond Technical Skills

We are looking for someone who:

- Is genuinely curious and enjoys learning new technologies.

- Takes ownership of problems rather than simply forwarding tickets.

- Knows when to ask for assistance.

- Escalates appropriately instead of guessing when an issue is beyond their current expertise.

- Does not leave difficult tickets unattended.

- Collaborates well with other technicians.

- Communicates clearly with both technical and non-technical clients.

- Documents investigation steps and resolutions properly.

- Pays attention to detail.

- Can prioritize effectively in a busy multi-client environment.

- Is dependable and follows through on commitments.

Why Apply?

- Permanent work-from-home prospect.

- International client exposure.

- Work across a broad infrastructure technology stack.

- Hands-on exposure to Windows, Linux, Azure, AWS, VMware, Hyper-V, - Proxmox, backup, monitoring, and RMM.

- Opportunity to work in a multi-client technical environment.

- Build deeper expertise across cloud, virtualization, infrastructure monitoring, and disaster recovery.

- Work with an experienced technical team where collaboration and knowledge sharing are encouraged.

📌 Infrastructure Support Engineer | Windows, Linux, Cloud & Backup | WFH (Gurugram)
🏢 itForte Staffing Services
📍 Gurugram