Infrastructure Support Analyst

Description

Job Summary: We are seeking an Infrastructure Support Analyst to ensure efficient user support and contribute to the stability, security, and high availability of our IT environments. Key Highlights: 1. First- and second-level support for Windows, macOS, and Microsoft 365 2. Basic administration of infrastructure services 3. Participation in continuous improvement initiatives for on-premises and cloud environments We are seeking an Infrastructure Support Analyst to ensure efficient user support and contribute to the stability, security, and high availability of our IT environments. This position involves first- and second-level support, basic administration of infrastructure services, and participation in continuous improvement of on-premises and cloud environments. **Key Responsibilities:** Provide first- and second-level support for Windows and macOS (iMac), including Microsoft 365/Office 365, email access, and corporate applications. Log, classify, track, and resolve service requests using the Service Desk tool (GLPI), ensuring data quality and SLA compliance. Install, configure, test, and perform basic maintenance on computers (including Apple devices), laptops, printers, and peripherals. **Support infrastructure service administration:** Active Directory, DNS, DHCP, and GPO (user/group creation/modification, permissions, and policies). Assist with Veeam backup solution operations (job verification, basic restores, and failure reporting). Support FortiGate firewall administration (basic rules, user VPN configuration, and access authorization per policy). Support Kaspersky antivirus solution administration (policies, updates, and incident verification). Assist with infrastructure monitoring via Zabbix and Grafana, responding to availability, capacity, and performance alerts. Contribute to hardware and software inventory maintenance, ensuring up-to-date asset management data. Support implementation of information security policies, guiding users on best practices for IT resource usage. **Requirements:** Technical education in IT or ongoing undergraduate studies in Information Systems, Computer Science, Networking, IT Management, or related fields. Proficiency in Windows operating systems, basic Microsoft 365 administration, and user support / Service Desk experience. **Desirable:** Basic Linux knowledge (fundamental usage, commands, and initial troubleshooting). Familiarity with ITIL concepts (incidents, service requests, problems, and changes). Basic information security knowledge (access control, passwords, phishing, incident classification). Prior experience in technical support or IT infrastructure roles. **Differentiators:** Hands-on experience with GLPI, Veeam, FortiGate, Zabbix, and Grafana. Experience supporting Apple (macOS) computers integrated into domains or corporate services. Familiarity with HPE and Dell servers (basic installation, RAID configuration, remote access, alert verification). Practical networking experience (IP addressing, VLANs, corporate Wi-Fi, structured cabling). Telephony knowledge (PABX, VoIP, extensions, softphones). **Behavioral Competencies:** Organization, attention to detail, and discipline in documentation. Analytical ability and problem-solving focus, with root-cause analysis mindset. Strong communication skills, empathy in user support, and ability to deliver clear feedback. Planning, priority management, and ability to perform under pressure without compromising quality. Agility, proactivity, and strong teamwork spirit.