This is a fully remote position, open to applicants in Brazil.

• Diagnose and resolve technical challenges associated with servers, virtualization, storage, and fundamental infrastructure systems.

• Act as an escalation point for the IT Support team regarding complicated infrastructure-related incidents.

• Collaborate directly with customers and their IT teams to facilitate the deployment, configuration, and upkeep of infrastructure solutions.

• Analyze alerts and system reports to proactively detect potential infrastructure problems and performance threats.

• Adhere to established runbooks, procedures, and architectural documentation to address incidents.

• Apply sound technical reasoning when diagnosing and resolving infrastructure issues that may lack predefined solutions.

• Aid in the creation and upkeep of runbooks, diagrams, and infrastructure documentation.

• Engage in system maintenance tasks such as upgrades, patching, and health checks.

• Record incident resolution processes and system modifications in internal ticketing and knowledge management systems.

• Maintain effective communication with internal teams and customers regarding the status of issues and timelines for resolution.

• Over 8 years of IT experience.

• Must possess fluency in English.

• 3 to 6 years of experience in supporting IT infrastructure within an MSP, enterprise IT, or hosting setting.

• Proficient in Windows or Linux server administration.

• Knowledge of virtualization platforms (such as VMware, Hyper-V, etc.).

• Familiar with storage, backup, and disaster recovery systems.

• Strong analytical and troubleshooting abilities.

• Experience utilizing ticketing systems and adhering to structured support processes.

• Excellent documentation and communication skills.

• Preferred certifications include VMware VCP, Microsoft, or cloud infrastructure certifications.

• Experience in a Managed Service Provider (MSP) environment with knowledge of ITIL-based service delivery models.

• Familiarity with enterprise infrastructure technologies, including VMware vSphere, Cisco UCS, and Citrix Virtual Apps and Desktops (CVAD).

• Administration experience with cloud platforms; Google Cloud Platform (GCP) and Amazon Web Services (AWS) are preferred.

• Experience with cloud platforms, particularly Google Cloud Platform (GCP), focusing on infrastructure design, administration, and troubleshooting.

• Administration experience with Cisco Unified Communications Manager (CUCM) and enterprise storage platforms.

• Knowledge of identity platforms (Active Directory, Okta), firewalls (Palo Alto, Cisco FTD), and backup/disaster recovery solutions is advantageous.

• Not Applicable

Infrastructure Engineer

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