Infrastructure Support Engineer

IT Generalist — Enterprise Infrastructure Support (Overnight US Coverage) Job Description We are a US-based managed services provider supporting the enterprise infrastructure of a Fortune 50 organization. We are looking for a hands-on IT generalist to cover our overnight window from Europe — your normal business day, our night shift. You will support a mixed-platform estate across two primary data centers and several hundred remote sites. This is not a single-platform role. You will work across compute, storage, network, and legacy platforms, so we are looking for breadth, strong troubleshooting instincts, and the discipline to work tickets cleanly inside an enterprise ITSM process. We provide platform-specific runbooks and escalation paths; you bring the fundamentals and the judgment. We are engaging an independent service provider, not hiring an employee. You will operate as a registered business, invoice us for services rendered, remain free to serve other clients, and are responsible for your own taxes and social contributions. What You'll Do Triage, troubleshoot, and resolve incidents across servers, storage, and network devices in a ticket-driven environment Own tickets end to end: acknowledge within SLA, document actions, escalate appropriately, and drive to closure Plan and execute OS and firmware patching on a recurring maintenance cadence, including pre-patch validation, change record submission, execution during defined maintenance windows, and post-patch verification Perform health checks, alert response, and routine operational tasks against documented runbooks Support remote-site device issues (switches, appliances, endpoints) working with local hands where required Produce a structured written shift handoff at the start and end of every coverage window Contribute to root cause analysis on recurring issues and recommend permanent fixes Keep runbooks, asset records, and knowledge base articles current Coverage Model You will be covering our overnight window during your own business day. Most of the shift runs with no US team online, so this role suits someone comfortable operating independently against runbooks and escalating by judgment rather than by asking. Your region Zone 09:00–18:00 local = Romania, Bulgaria, Ukraine, Baltics EET/EEST 01:00–10:00 US Central Poland, Serbia, Czechia, Hungary CET/CEST 02:00–11:00 US Central The tail end of your day overlaps our US morning for live handoff. The start of your day is covered by an asynchronous written turnover. Required Experience 5+ years in enterprise IT operations, NOC, or infrastructure support — MSP or large-enterprise environment strongly preferred Strong Linux (RHEL/Oracle Linux) and Windows Server administration and troubleshooting Hands-on patching experience at scale: OS patching, firmware/BIOS updates, and the change-management wrapper around them Working knowledge of enterprise storage concepts (SAN/NAS, LUN provisioning, replication, fabric basics) Network fundamentals: switching, VLANs, routing basics, and the ability to isolate a network problem from a host problem Comfortable working ticket queues in an enterprise ITSM platform (ServiceNow or equivalent) with defined SLAs Demonstrated ability to work an unsupervised shift — prior overnight, follow-the-sun, or lone-coverage experience is a strong plus English at C1 level or equivalent — will be verified in a live interview Clear written English and disciplined documentation habits — ticket notes and shift handoffs are deliverables, not afterthoughts Nice to Have Dell server, storage, or PowerFlex experience HPE 3PAR / Primera storage Brocade Fibre Channel switching and fabric administration IBM AS/400 (IBM i) operations HPE NonStop Hadoop / big data cluster operations HSM or payment-security appliance experience (Atalla, Thales, or similar) VMware vSphere administration Scripting for automation (PowerShell, Bash, Python) Certifications: RHCSA/RHCE, Microsoft, CompTIA Server+/Network+, vendor storage or networking certs Engagement Details Type: Hourly, ongoing. Initial term of [[12]] months with renewal by mutual agreement. Coverage window: [[09:00–18:00 local]], Monday–Friday, equating to [[01:00–10:00]] US Central Hours: 40 hours per week, plus flex time or overtime for scheduled patching and maintenance windows Location: Fully remote Non-exclusive: You are free to take on other clients. We do not require exclusivity. Environment and Access All work is performed inside a secure VDI environment that we provide. You connect from your own PC; no client data touches your local machine. MFA enforced. No shared credentials. VDI sessions are logged and monitored for security and audit purposes — full monitoring notice provided before access. You supply: a reliable PC meeting our minimum spec, redundant internet, and backup power. Maintenance windows do not move for outages on your end. Requirements to Contract Registered business entity required. You must invoice as a registered business (e.g. Polish JDG or sp. z o.o., Romanian PFA or SRL, Bulgarian EOOD, Ukrainian FOP). Provide registration number and VAT/tax ID at award. We do not contract with individuals. Client-mandated screening, completed before access is granted: National certificate of good conduct / criminal record extract, obtained by you from your own national authority Identity verification Employment and education verification International sanctions and denied-party screening Signed NDA before any system access Eligibility: you must not be located in a sanctioned jurisdiction. Upwork restricts service in Russia and Belarus. How to Apply Skip the generic cover letter and answer the screening questions below directly. Applications that do not address them will not be reviewed.