Infrastructure Engineer NG911

Atos•Aberdeen, AK

15d

About The Position

Atos Public Safety provides mission-critical technology and managed services supporting Next Generation 911 (NG911) environments. The L3 Infrastructure Engineer provides senior-level engineering and operational support for the Windows, Linux, and VMware infrastructure supporting NG911 services and serves as the senior escalation point for complex issues that L1 and L2 support teams cannot resolve. This hands-on role troubleshoots, maintains, and improves highly available infrastructure across servers, virtualization, networking, storage, security, monitoring, and application dependencies. The engineer supports production, non-production, laboratory, reference, and interoperability environments; helps onboard and provision physical and virtual servers; and ensures systems meet configuration, security, access, monitoring, logging, backup, and documentation requirements. The role also supports incident, problem, and change management, including service restoration, root-cause analysis, approved production changes, and reliability improvements. Success involves maintaining reliable NG911 infrastructure, resolving complex issues through to resolution, reducing recurring problems, executing changes safely, maintaining technical documentation, and collaborating across technical and operational teams.

Requirements

At least 5 years of experience supporting enterprise server and virtualization environments, including senior- or L3-level support.
Advanced administration and troubleshooting experience with Microsoft Windows Server.
Advanced administration and troubleshooting experience with Linux.
Strong hands-on experience with VMware vSphere and vCenter.
Ability to troubleshoot complex issues across operating systems, virtualization, applications, storage, networking, and security.
Strong knowledge of TCP/IP and DNS.
Strong knowledge of authentication and server networking.
Strong knowledge of storage and virtualization.
Strong knowledge of high availability.
Strong knowledge of backup and recovery.
Strong knowledge of monitoring and logging.
Experience supporting high-availability or mission-critical production environments.
Experience with formal Incident, Problem, Change, and Major Incident Management processes.
Strong troubleshooting, documentation, and communication skills.
Ability to independently manage complex technical issues and communicate effectively with technical teams, leadership, and vendors.
Ability to work effectively during high-priority incidents requiring rapid and controlled service restoration.

Nice To Haves

Experience supporting Atos Public Safety NG911 infrastructure or applications.
Experience with NG911, public safety, emergency communications, telecommunications, or other mission-critical environments.
Experience with Red Hat Enterprise Linux (RHEL) and/or SUSE Linux Enterprise Server (SLES).
Experience with CyberArk or another privileged-access-management platform.
Experience with monitoring, logging, patching, vulnerability management, configuration management, backup and recovery, or automation.
Experience supporting geographically distributed, highly available, or hybrid infrastructure.
Experience working with OEM and third-party technical support organizations.
VMware, Microsoft, Linux, cloud, security, or ITIL certifications.

Responsibilities

Serve as the L3 escalation point for complex Windows, Linux, VMware, and infrastructure-related issues.
Diagnose problems across operating systems, virtualization, storage, networking, security, monitoring, databases, and application dependencies.
Restore services during infrastructure incidents and support Major Incident Management activities.
Perform root-cause analysis and recommend corrective actions to prevent recurring issues.
Work with NOC, Network Engineering, Application Support, Security, Cloud Operations, Service Delivery, and third-party vendors.
Administer, maintain, and troubleshoot Windows Server and Linux systems supporting NG911 services.
Troubleshoot system services, logs, authentication, permissions, networking, storage, performance, and resource issues.
Support server provisioning, configuration, patching, upgrades, maintenance, and retirement.
Support Active Directory-integrated systems and authentication dependencies.
Work with application teams to troubleshoot issues spanning infrastructure and application layers.
Administer and troubleshoot VMware vSphere and vCenter environments.
Support VM provisioning, configuration, maintenance, migration, capacity management, and lifecycle activities.
Troubleshoot performance and availability issues involving virtual machines, VMware infrastructure, networking, and storage, and coordinate complex issues with vendor support when needed.
Develop an understanding of the Atos Public Safety NG911 infrastructure and its application dependencies.
Support production, non-production, laboratory, reference, and interoperability environments, and identify whether service issues originate from infrastructure, applications, networking, security, or external dependencies.
Maintain technical documentation, troubleshooting procedures, and knowledge articles for support teams.
Support onboarding and provisioning of physical and virtual servers.
Ensure systems meet configuration, security, access, monitoring, logging, backup, and documentation requirements.
Support CyberArk onboarding and privileged-access integration.
Validate infrastructure readiness before systems are moved into production and provide operational documentation and technical handoffs to NOC and support teams.
Provide L3 support for infrastructure incidents and service-impacting events.
Use system logs, events, monitoring data, and configuration information for structured troubleshooting.
Identify recurring problems and contribute to Problem Management and corrective-action activities.
Plan and execute approved production changes, including testing, validation, rollback procedures, and risk assessment.
Maintain accurate technical records within IT service management and documentation systems.
Review infrastructure alerts, system logs, VMware events, and performance data.
Identify capacity, performance, configuration, and resource issues before they affect service.
Support health checks, preventive maintenance, backup and recovery validation, and resilience improvements.
Recommend improvements to infrastructure reliability, performance, security, monitoring, capacity, and recoverability.