Mid-level Infrastructure Analyst

📋 Description

• Act as the primary point of contact for incoming calls and emails from clients reporting IT incidents or seeking technical support.

• Monitor and swiftly respond to incoming requests regarding incidents on IT platforms that affect customers.

• Oversee systems and platforms, taking necessary actions and escalating to 2nd-level support teams if any system or platform fails to recover after initial intervention.

• Facilitate interactions between users and 3rd-level support teams.

• Receive, log, and manage IT tickets submitted through the ticketing tool, phone, or email.

• Maintain the knowledge base, ensuring it is current and controlling changes.

• Document and review procedures related to monitoring and IT support.

• Train Level 2 staff on operational procedures and tools.

• Create automation solutions utilizing Shell, PowerShell, and Python scripts.

• Acquire and implement Site Reliability Engineering (SRE) principles to enhance and automate processes.

⛳️ Requirements

• Degree in Information Technology, Computer Engineering, Information Systems, or a related discipline.

• Comprehensive understanding of monitoring and observability tools such as Zabbix, Grafana, Nagios, and SolarWinds.

• Basic knowledge of Cloud Computing platforms (AWS, Azure, or Google Cloud).

• Familiarity with ticketing systems (e.g., ServiceNow, Jira, GLPI).

• Introductory experience with automation scripting (Shell Script, PowerShell, or Python).

• Understanding of troubleshooting and log analysis for incident resolution.

🏝️ Benefits

• Flexible meal allowance.

• Bradesco Health Plan, extendable to dependents, with co-payment.

• MetLife Dental Plan.

• Gym allowance to promote a healthier lifestyle.

• Childcare allowance for children up to 2 years old.

• Life insurance.

• Private pension plan to aid in securing your financial future.

• Annual profit-sharing (PLR) based on the achievement of set targets.

• Mobility allowance (parking and fuel).

• Home office allowance.

• UniQuod, our corporate university offering excellent courses.

• Collaborations with various educational institutions to support your professional growth.