Infrastructure Support Specialist

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

📋 Description

• Deliver remote technical assistance for network and communication infrastructures.

• Identify and resolve incidents pertaining to LAN/WAN networks, connectivity, and networking devices.

• Aid both local and remote teams with configuration, upgrades, and maintenance tasks.

• Work in conjunction with network engineers, global operations teams, clients, vendors, and cross-functional stakeholders.

• Conduct advanced troubleshooting utilizing packet capture tools and protocol analysis techniques.

• Oversee network infrastructure performance through large-scale monitoring and management tools.

• Handle incidents, problems, and changes in accordance with ITIL best practices.

• Develop and update technical documentation, operating procedures, and support records.

• Manage multiple concurrent incidents while adhering to established SLAs.

• Clearly convey technical concepts to both technical and non-technical audiences.

⛳️ Requirements

• A technical degree or relevant studies in Management Information Systems, Computer Science, Business Administration, Communications, or a related field.

• 3 to 5 years of experience in infrastructure support, network operations, or comparable roles.

• Practical experience in configuring, administering, and troubleshooting Cisco equipment.

• Solid understanding of LAN/WAN networks, TCP/IP protocols, networking technologies, and the OSI model.

• Experience in configuring and troubleshooting Cisco switches and routers.

• CCNA certification or equivalent knowledge is highly regarded.

• Familiarity with traffic capture tools and network protocol analysis tools.

• Experience with large-scale network monitoring and administration tools.

• Knowledge of ITIL processes, including Incident Management, Problem Management, and Change Management.

• Strong analytical abilities and capacity to resolve complex technical challenges.

• Ability to perform under pressure and manage multiple priorities effectively.

• Excellent verbal and written communication skills in English.

• Capability to engage with clients, vendors, managers, engineers, and stakeholders at various levels.

• Service-oriented attitude, meticulous attention to detail, and strong follow-through skills.

🏝️ Benefits

• Remote work opportunity from Latin America.

• Full-time commitment of 40 hours per week.

• Chance to work in enterprise-level infrastructure environments.

• Exposure to global teams and critical network operations.

• Collaboration with HITSS and the final client through a structured selection process.

• Long-term career development in infrastructure, networking, and technical support operations.