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:

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• 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.