Founded in 1926, Gatestone is an industry leader providing exceptional outsourced Customer Contact Center and Business Process Outsourcing (BPO) solutions to the world’s most respected organizations. Our clients are some of the world’s most respected organizations, including Fortune 500 companies.
We are looking for diligent self-starters! Our ideal candidate is punctual, thorough, able to connect well with our customers, and driven to provide the best possible customer service.
The Role: Infrastructure Systems Engineer
Job Overview
We are seeking an experienced and highly motivated Infrastructure Systems Engineer to join our Global IT Infrastructure Team.
The ideal candidate will possess strong hands-on experience supporting enterprise infrastructure environments, including AWS cloud services, VMware, Hyper-V, Windows Server administration, enterprise storage platforms, Virtual Desktop Infrastructure (VDI), backup solutions, and disaster recovery technologies.
This role is primarily focused on supporting our global infrastructure and business operations during EST business hours. The successful candidate will be responsible for proactively monitoring, maintaining, troubleshooting, and optimizing critical infrastructure systems while ensuring maximum availability, performance, and security.
The position requires a strong technical background, exceptional troubleshooting abilities, and the capability to independently resolve complex infrastructure issues across cloud and on-premises environments.
Key Responsibilities
Cloud Infrastructure & VDI Support (30%)
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Manage and support AWS cloud environments, including:
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EC2
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VPC
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IAM
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Security Groups
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Storage
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Backup
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Networking
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AWS WorkSpaces
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Support cloud-based infrastructure, hybrid environments, and VDI technologies such as AWS WorkSpaces and Citrix.
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Assist with cloud deployments, upgrades, migrations, performance optimization, and operational support.
Virtualization, Server & Storage Administration (40%)
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Administer VMware vSphere, Microsoft Hyper-V, and Windows Server environments.
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Support Active Directory, DNS, DHCP, Group Policy, Domain Controllers, and server lifecycle activities.
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Provision, maintain, patch, monitor, and troubleshoot virtual and physical servers.
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Manage enterprise storage platforms including Dell EMC, SAN, MSA, RAID, and related technologies.
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Support storage maintenance, firmware updates, hardware replacement, and data integrity.
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Perform storage provisioning, capacity planning, performance monitoring, and troubleshooting.
Monitoring, Troubleshooting & Reporting (15%)
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Monitor infrastructure health across cloud, servers, storage, virtualization, and VDI platforms.
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Respond to alerts, incidents, performance issues, outages, and service degradation events.
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Perform root cause analysis (RCA), review logs and metrics, prepare RCA documentation, and maintain technical documentation.
Backup, Disaster Recovery & Business Continuity (10%)
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Support backup solutions, recovery processes, and disaster recovery procedures.
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Monitor backup success, troubleshoot failures, and participate in disaster recovery testing and validation.
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Assist with maintaining recovery documentation and business continuity readiness.
AI, Automation & Process Improvement (5%)
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Utilize AI-assisted tools such as Microsoft Copilot, ChatGPT, and cloud-native AI services to improve troubleshooting, documentation, and operational efficiency.
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Use scripting and automation tools where appropriate to reduce repetitive tasks and improve support processes.
Collaboration & Support
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Provide Level 2 and Level 3 infrastructure support for global business operations.
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Work closely with Network, Security, Service Desk, and Application teams.
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Coordinate with cloud providers, hardware vendors, software vendors, and ISPs during incident resolution.
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Participate in after-hours support activities and critical incident response when required.
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Support business operations during EST business hours and be available for critical infrastructure incidents.
Qualifications
Education
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Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent work experience.
Experience
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Minimum of 8-10 years of experience in Infrastructure Administration, Systems Engineering, or a similar role.
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Strong hands-on experience with AWS cloud technologies.
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Extensive experience with VMware vSphere and Microsoft Hyper-V.
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Strong Windows Server administration experience.
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Experience supporting Active Directory, DNS, DHCP, Group Policy, and Microsoft server technologies.
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Experience managing Dell EMC, SAN, MSA, and enterprise storage environments.
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Experience supporting AWS WorkSpaces, Citrix, or similar VDI platforms.
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Experience with enterprise backup and disaster recovery solutions.
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Experience working within 24x7 production environments.
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Experience supporting remote users and globally distributed infrastructure environments.
Certifications
Preferred:
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VMware Certified Professional (VCP)
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AWS Certified Solutions Architect Associate or AWS SysOps Administrator Associate
Nice to Have:
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CompTIA Network+
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Cisco Certified Network Associate (CCNA) or equivalent
Skills & Competencies
Core Technical Skills
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Strong experience with AWS cloud administration, VMware, Hyper-V, Windows Server, and Active Directory.
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Experience supporting enterprise storage platforms including Dell EMC, SAN, and MSA environments.
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Knowledge of AWS WorkSpaces, Citrix VDI, backup solutions, disaster recovery platforms, and infrastructure monitoring solutions.
Troubleshooting & Analytical Skills
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Strong troubleshooting, problem-solving, and root cause analysis capabilities.
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Ability to diagnose and resolve complex issues across cloud, server, virtualization, storage, and VDI environments.
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Ability to perform effectively during critical incidents and service outages.
Professional Skills
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Excellent communication, documentation, and interpersonal skills.
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Ability to work independently, manage multiple priorities, and support a fast-paced production environment.
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Strong customer service focus and attention to detail.
Working Conditions
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Availability to work EST business hours is required.
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Participation in on-call rotations and critical incident support may be required.
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Primarily remote/offshore role supporting global infrastructure operations.
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Ability to provide after-hours support during major incidents or planned maintenance activities when necessary.
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