Senior Infrastructure and Support Analyst

Description

Job Summary: Support and evolve the IT environment, ensuring infrastructure availability, security, and efficiency through reactive and preventive actions. Key Highlights: 1. Continuous support and evolution of the IT environment 2. Focus on continuous monitoring and process improvement 3. Work in information security and identity management Support and evolve the IT environment, ensuring **infrastructure availability, security, and efficiency**, through **reactive and preventive actions**, with emphasis on continuous monitoring, user support, and process improvement. **Key Responsibilities** **Support and Operations** * Provide technical support (levels 1 to 3), both on-site and remotely * Manage and handle incidents via ITSM tools (e.g., GLPI) * Perform reactive and preventive interventions * Support users with: * + Network, VPN, and system access + Microsoft 365 (Teams, Outlook, SharePoint) + Performance and connectivity issues **Infrastructure and Monitoring** * Continuously monitor the IT environment (servers, network, links, and services) * Use tools such as: * + Grafana / Zabbix + Firewall (e.g., Sophos) * Analyze and respond to incidents including: * + Internet outages + VPN instability + Wi-Fi and internal network issues **Cloud and Identity** * Administer environments: * + Microsoft Azure + Microsoft 365 * Manage identities and access: * + Active Directory / Entra ID * Create, modify, and remove users and permissions **Information Security** * Support environment security management: * + Access control + Traffic and user monitoring + Support for audits and compliance * Act in accordance with best practices: * + LGPD + ISO 27001 **Processes, Governance, and Tools** * Follow and support processes including: * + ITIL / ITSM + Change Management (GMUD) * Use operational support tools (e.g., Monday) * Ensure proper logging, traceability, and organization of requests **Physical Infrastructure and Assets** * Support physical environment (data center) management: * + Power supply, UPS, climate control, and equipment * Control and organize: * + Asset inventory (laptops, peripherals, equipment) * Monitor vendors and technical activities **Continuous Improvement** * Identify bottlenecks and opportunities for improvement in the environment * Propose solutions for: * + Performance + Security + Stability * Support technological evolution projects **Requirements** **Mandatory** * Bachelor's degree in IT or related fields * Experience in: * + Network infrastructure and support + Microsoft environments (AD, M365) + Cloud (Azure or AWS) * Knowledge of: * + VPN, firewall, and networking + Environment monitoring + ITSM / ITIL **Preferred** * Experience with tools such as: * + Grafana, Zabbix + GLPI or similar * Knowledge of information security * Certifications (ITIL, Azure, AWS, Security) * Experience with automation or DevSecOps **Behavioral Competencies** * Proactivity and ownership mindset * Analytical ability and problem-solving skills * Strong communication with end users and business areas * Operational organization and discipline * Focus on continuous improvement