Information Technology Support Analyst

The L1/L2 Network & Infrastructure Engineer provides first-level support for network and infrastructure systems. This role focuses on monitoring, basic troubleshooting, incident response, and escalation to ensure system availability and reliability in on premises based of Griffin way location Louisville KY. Key Responsibilities Monitoring & Operations Monitor network and infrastructure systems using monitoring tools Respond to alerts, incidents, and service requests Perform initial diagnostics and troubleshooting Escalate complex issues to L2/L3 teams with proper documentation Follow incident, problem, and change management processes Networking (L1 /L2) Check basic network connectivity (ping, traceroute) Support LAN, WAN, and VLAN connectivity Verify switch and firewall status Assist with port status, link issues, and interface errors Support DNS, DHCP, and IP address issues Infrastructure (L1/L2) Monitor servers, VMs, and basic cloud resources Perform basic OS checks (CPU, memory, disk) Assist with server restarts and service checks Support virtualization environments (basic tasks) Assist with backup job monitoring User & Application Support Support access to internal applications Perform basic access checks and validations Assist users with connectivity and performance issues Coordinate with application teams during incidents Documentation & Reporting Update tickets with accurate troubleshooting steps Follow runbooks and SOPs Maintain asset and incident records Required Skills & Knowledge Basic understanding of networking concepts (TCP/IP, DNS, DHCP) Basic knowledge of VLANs and routing Familiarity with firewalls and network devices Understanding of monitoring and ticketing systems Ability to follow troubleshooting procedures Basic knowledge of Servers, Windows etc, VMware etc. Capable of providing the professional smart hands as part of support Capable of being available as needed, including weekend if required. #J-18808-Ljbffr Galent