L1 - Datacenter Operations

About Zybisys:

At Zybisys, we succeed on innovation and technical excellence. We provide top-tier IT solutions and services to our clients, ensuring seamless connectivity and infrastructure management. As we continue to grow, we are looking for skilled professionals to join our IT Infrastructure Support team. If you are passionate about technology and eager to make an impact, we want to hear from you

Role Overview:

As an L1 IT Infra Support at Zybisys, you will be the first point of contact for technical issues. Your role is critical in ensuring our IT systems run smoothly by providing prompt and effective support through phone, chat, or email. This position involves hands-on troubleshooting, basic network management, and initial fault resolution.

Key Responsibilities:

• Physical Equipment Management and Maintenance:

• Hardware Installation and Setup: Assist in setting up and installing servers, switches, routers, and other datacenter equipment according to guidelines.

• Rack and Stack: Mount servers and devices in racks, connect power and network cables, and ensure everything is organized according to standard practices.

• Inventory Management: Track and update records for all datacenter assets, including servers, cables, and peripherals, to keep an accurate inventory.

• Monitoring and Environmental Control:

• System Monitoring: Use monitoring tools to check the health status of datacenter hardware, power systems, cooling units, and network devices.

• Temperature and Humidity Control: Monitor environmental factors like temperature, humidity, and airflow, ensuring they stay within prescribed limits to prevent equipment overheating.

• Power Management: Check power supply systems, UPS units, and backup generators, confirming they are functional and prepared for use in case of power failure.

• Incident Response and Escalation:

• Basic Troubleshooting: Perform initial diagnostics on equipment that shows warning or error signs, such as checking connections, cables, and power.

• Incident Documentation: Log incidents accurately, recording issue details and steps taken, and communicate with higher-level teams for further action.

• Escalation: Recognize issues that require advanced expertise and escalate them to L2 or L3 teams as necessary, particularly for network or hardware failures.

• Cabling and Network Setup:

• Cabling Management: Manage and organize network and power cables, ensuring they are correctly labelled, secured, and arranged for efficient maintenance.

• Network Connections: Assist in connecting devices to the network, verifying the connection status, and troubleshooting basic connectivity issues.

• Patch Panel Maintenance: Maintain patch panels, ensuring network connections are correct and organized for efficient troubleshooting and scalability.

• System Health Checks and Routine Maintenance:

• Daily System Checks: Perform routine checks on equipment health, storage capacity, and performance, identifying and addressing early warning signs.

• Firmware and Software Updates: Apply firmware updates or basic system patches as directed, ensuring systems are up to date.

• Backup System Monitoring: Monitor backup systems and procedures to ensure data is being correctly backed up and stored as per policy.

• Security and Access Control:

• Physical Security: Enforce datacenter access protocols, ensuring only authorized personnel enter the facility.

• Access Logging: Record entries and exits of personnel in the datacenter, maintaining an accurate access log for audit and security purposes.

• Equipment Security: Report any security concerns, including unauthorized access attempts, equipment tampering, or environmental changes, to relevant security teams.

• Documentation and Reporting:

• Equipment Logs: Maintain records of datacenter equipment status, incidents, maintenance activities, and changes.

• Daily Activity Reports: Provide updates on daily activities, monitoring results, and any incidents that occurred during shifts.

• Documentation of Procedures: Update procedural documentation as needed, ensuring instructions for basic troubleshooting, equipment setup, and maintenance tasks are clear and accessible.

• User Support and Communication:

• Helpdesk Support: Answer calls, respond to tickets, and assist users with routine questions and requests.

• End-User Guidance: Educate users on basic IT procedures, such as connecting to the network, using remote access tools, and resetting passwords.

• Clear Communication: Document and communicate the steps taken to resolve issues, providing status updates to users.

• Monitoring and Incident Reporting:

• System Monitoring: Use monitoring tools to track the health of systems and networks, identifying issues before they impact users.

• Log Collection: Gather and review logs from various sources to assist in identifying and resolving incidents.

• Incident Reporting: Report recurring or unusual issues to L2 teams, providing details to help with further diagnosis.

• Ticket Management and Documentation:

• Ticket Creation and Updates: Log all support requests into the ticketing system, updating status and recording steps taken to resolve issues.

• Documentation: Maintain accurate records of issues, resolutions, and any workarounds used to assist with similar issues in the future.

• Knowledge Base Usage: Refer to the knowledge base for solutions and, if needed, contribute by updating entries with newly resolved issues.

• Routine Maintenance and Compliance:

• Basic Maintenance Tasks: Perform routine tasks like software updates, virus scans, and hardware checks to ensure equipment is functioning properly.

• Compliance Adherence: Follow standard procedures for data privacy, security policies, and user authentication to maintain compliance.

• Inventory Checks: Monitor and report inventory levels for IT assets such as peripherals and backup equipment.

• Remote Support:

• Remote Assistance: Provide support for remote employees by helping them troubleshoot connectivity and software issues via remote desktop tools.

• Account Management: Assist remote users with password resets, login issues, and permissions, ensuring they can access necessary resources.
• VPN and Access Setup: Guide remote users in connecting to VPNs and accessing shared resources securely.

Key Skills and Qualifications:

• Basic IT and Hardware Knowledge: Familiarity with servers, storage devices, network switches, and UPS systems, Understanding of hardware components, operating systems (Windows, macOS, Linux), basic networking (TCP/UDP protocols), and commonly used applications.
• Physical Strength and Dexterity: Ability to lift and move heavy equipment and handle physical setup tasks safely.
• Problem-Solving Skills: Basic troubleshooting abilities to handle common hardware and connectivity issues. Ability to troubleshoot straightforward issues, analyze symptoms, and provide quick fixes, Familiarity with network routing protocols (static and dynamic) and switching protocols.
• Attention to Detail: Precision in cabling, documentation, and monitoring, ensuring all details are accurately recorded.
• Communication Skills: Clear communication with users, both in documentation and real-time support, to ensure users understand solutions.
• Customer Service Orientation: A customer-focused approach, with patience and an ability to work under pressure.
• Compliance and Security Awareness: Understanding of security and compliance protocols for handling sensitive equipment and information in a datacenter environment
• Time Management: Ability to handle multiple tickets or issues simultaneously while ensuring timely response and resolution.
• Tech degree or equivalent (B. Tech/BCA/BE or similar), Graduated after 2022.
• Certification in cloud technologies, networking, or DevOps is an advantage.
• Willingness to work in shifts and provide support during weekends or off-hours as needed.
• Strong problem-solving skills and excellent communication abilities.

To Apply:

If you are a proactive and skilled IT professional with a passion for technology and support, we encourage you to apply. Submit your resume and cover letter detailing your relevant experience and why you are a great fit for the L1 IT Infra Support role at Zybisys.

We look forward to welcoming you to our team