IT Infrastructure Support Engineer

Main Responsibilities

• Resolve incidents and service requests reported by internal IT teams or monitoring systems through ticketing platforms.
• Investigate, analyze, diagnose, and troubleshoot technical issues using structured problem-solving approaches.
• Provide solutions within the team's support scope and coordinate with specialized support teams when required.
• Escalate complex incidents and service requests to the appropriate support teams while ensuring proper follow-up.
• Collaborate with other IT teams on service improvements, technology initiatives, and operational activities.
• Provide feedback on recurring issues, operational risks, and opportunities for service improvement.
• Participate in training and development activities in line with professional growth plans and role requirements.
• Follow established operational procedures, ITSM processes, and ITIL best practices.
• Respect agreed service levels and KPI´s.
• Working in shifts rotations and on-call support is required.
• Other one-time tasks assigned by Manager.

Qualifications

• Bachelor's Degree Holder of any IT-related course or equivalent of at least 2 years work experience
• Experience in Service Desk, IT Operations, or Infrastructure Support, with strong communication, incident handling, and customer service skills.
• Good understanding of ITIL principles and IT Service Management (ITSM) practices.
• Good understanding of enterprise IT infrastructure services and support processes.
• Experience supporting one or more IT infrastructure technologies, such as:

• • • Datacenters
      • Supporting disaster recovery and business continuity initiatives.
    • Networking
      • Configuration and troubleshooting of LAN, WAN, and wireless networks.
      • Managing routers, switches, VLANs, and network connectivity.
      • Monitoring network performance and resolving connectivity issues.
    • Network Security
      • Administration of firewalls, VPNs, IDS/IPS, and network access controls.
      • Conducting vulnerability assessments and remediation activities.
    • Windows Server Administration
      • Installation, configuration, and maintenance of Windows Server environments.
      • Managing Group Policies, DNS, DHCP, and file services.
      • Performing patch management, system monitoring, and troubleshooting.
    • Linux Administration
      • Managing Linux servers like Red Hat.
      • Implementing security hardening, patching, and performance tuning.
      • Automating administrative tasks through shell scripting.
    • Physical Server Support
      • Installation, maintenance, and troubleshooting of physical server hardware.
      • Coordinating hardware upgrades, and replacements.
      • Managing server lifecycle and asset inventories.
    • Database Administration
      • Administration of SQL Server, MySQL, Oracle, and PostgreSQL databases.
      • Managing backups, recovery processes, and database performance optimization.
      • Ensuring data integrity, security, and availability.
    • Enterprise Platforms
      • Supporting enterprise applications and business-critical platforms.
      • Providing operational support for ERP, collaboration, and productivity solutions.
    • Windows Domain Administration
      • Managing Active Directory users, groups, computers, and organizational units.
      • Implementing identity and access management best practices.
      • Administering authentication services, Group Policies, and domain security.
    • Public Cloud
      • Administration of cloud services in Microsoft Azure, and AWS.
      • Supporting cloud migrations, monitoring, and cost optimization initiatives.

• Strong ability to analyze and solve technical problems.
• Ability to learn fast and become proficient with unfamiliar systems.
• Ability to interact with different countries, cultures, clients (internal and external).
• Good communication and presentation skills.
• Excellent English language skills, both written and verbal