L3 Infrastructure Engineer

L3 Infrastructure Engineer

Next Generation 911 (NG911) Organization: Atos Public Safety Level: L3 / Senior Infrastructure Engineering Primary Focus: Windows Server, Linux, VMware, and NG911 Infrastructure

Position Summary

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. This role serves as the senior escalation point for complex infrastructure issues that cannot be resolved by L1 or L2 support teams.

This is a hands-on technical role responsible for troubleshooting, maintaining, and improving highly available infrastructure. The engineer will work across servers, virtualization, networking, storage, security, monitoring, and application dependencies to resolve issues and maintain reliable NG911 services.

Key Responsibilities

• Infrastructure Support & Troubleshooting

• 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 closely with NOC, Network Engineering, Application Support, Security, Cloud Operations, Service Delivery, and third-party vendors.

• Windows & Linux Administration

• 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 that cross infrastructure and application layers.

• VMware Virtualization

• 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.

• Coordinate complex VMware issues with vendor support when necessary.

• NG911 Infrastructure Support

• Develop a strong understanding of the Atos Public Safety NG911 infrastructure and its application dependencies.

• Support production, non-production, laboratory, reference, and interoperability environments.

• Identify whether service issues originate from infrastructure, applications, networking, security, or external dependencies.

• Maintain technical documentation, troubleshooting procedures, and knowledge articles for support teams.

• Infrastructure Onboarding & Operations

• 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.

• Provide operational documentation and technical handoffs to NOC and support teams.

• Incident, Problem & Change Management

• Provide L3 support for infrastructure incidents and service-impacting events.

• Perform structured troubleshooting using system logs, events, monitoring data, and configuration information.

• 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.

• Monitoring, Performance & Reliability

• Review infrastructure alerts, system logs, VMware events, and performance data.

• Identify capacity, performance, configuration, and resource issues before they impact service.

• Support health checks, preventive maintenance, backup and recovery validation, and resilience improvements.

• Recommend improvements to infrastructure reliability, performance, security, monitoring, capacity, and recoverability.

• Required Qualifications

• 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

• Authentication and server networking

• Storage and virtualization

• High availability

• Backup and recovery

• 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.

• Preferred Qualifications

• 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/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 are a plus.

• Core Skills

• Windows Server and Linux administration

• VMware vSphere and vCenter

• Advanced infrastructure troubleshooting

• TCP/IP, DNS, networking, and storage

• High availability and disaster recovery

• Monitoring and logging

• Incident, Problem, and Change Management

• Root-cause analysis

• Technical documentation

• Cross-team and vendor coordination

• Work Environment

• Supports mission-critical NG911 production infrastructure.

• Works closely with NOC, engineering, application support, security, cloud operations, service delivery, project teams, and vendors.

• May participate in production maintenance outside normal busin