Infrastructure Analyst III

Description

Job Summary: Infrastructure and telecommunications professional responsible for managing, optimizing, and ensuring the security of systems, networks, and end-user support in a critical environment. Key Highlights: 1. Technical focal point for infrastructure and telecommunications. 2. Network management, system optimization, and resolution of complex issues. 3. High-level technical support and information security. Infrastructure Management and Focal Point: * Serve as the primary point of contact and technical reference for all infrastructure and telecommunications activities. * Proactively monitor the entire local environment (networks, workstations, servers, printers, telephony systems, videoconferencing, internet connectivity, and other assets), ensuring continuous availability and performance. * Perform preventive and corrective hardware and software maintenance to ensure system stability and longevity. Networks and Connectivity: * Manage, optimize, and resolve incidents on LAN/WAN networks, Wi-Fi, VPNs, routers, and switches, ensuring secure and high-performance connectivity. * Administer and guarantee uninterrupted operation of the telephony system—critical to our contact center operations—ensuring its maintenance, performance, and rapid issue resolution. Optimization and Problem Resolution: * Continuously optimize infrastructure resources and resolve complex issues within the environment, minimizing disruptions and improving efficiency. * Manage recurring problems and propose solutions. Service Support and Management: * Provide high-level technical support to end users, ensuring rapid and effective resolution of incidents and service requests, with clear and proactive communication. * Manage the full lifecycle of tickets in our ITSM system—from creation to closure—ensuring SLA compliance. Information Security and Compliance: * Act as the local arm of security, actively supporting governance, information security, and compliance initiatives and projects. * Ensure adherence to all internal company policies regarding security, compliance, and governance, serving as a guardian of data and systems. * Propose and implement continuous improvements to processes and technologies, pursuing innovations that add value, security, and efficiency. Monitoring and Documentation: * Create and manage robust monitoring for the environment, ensuring visibility and alerting on potential failures or performance deviations. * Develop and maintain up-to-date technical documentation for infrastructure and area procedures. Mentoring and Development: * Support and guide the team’s analyst, contributing to their technical and professional growth. Required Qualifications and Experience: * Bachelor’s degree completed in Computer Networks, Information Security, or related fields. * Proven professional experience (minimum 5 years) as an Infrastructure and Telecommunications Analyst, with exposure to critical, high-demand environments. * Solid expertise in operating system administration, including Windows Server, macOS, Windows workstation, Proxmox, and Linux distributions. * Advanced knowledge of TCP/IP networking, routing, switching, VLANs, VPNs, Wi\-Fi, and structured cabling. * Proficiency in Service Desk system management. * Strong sense of responsibility, autonomy, and proactivity in identifying and resolving issues. * Excellent interpersonal communication skills and ability to interact effectively with users and stakeholders across diverse technical and hierarchical levels. * Availability for 100% on-site work in Fortaleza, Ceará. Competitive Advantages: * Postgraduate degree in Information Security, Networking, or technology-related fields. * Relevant technical certifications (e.g., Microsoft, Cisco, ITIL, CompTIA Security\+). * Experience with cloud environments (AWS, Azure, GCP). * Experience in highly regulated, security-critical environments such as fintechs or financial institutions. * Knowledge and experience with Cisco, ManageEngine, Microsoft Entra, Antivirus, virtualization,