Bilingual Support / Infrastructure Analyst (L2)

Description

Job Summary: Technical Support and Infrastructure professional experienced in hardware, software, networking, and systems, with international interaction. Key Highlights: 1. Global operations with Service Desk and international vendors. 2. Experience with a broad technology stack in virtualization and networking. 3. Comprehensive technical support for on-premises and remote environments. **Key Responsibilities:** **Technical Support (L1/L2):** * Handling and resolving hardware and software incidents for local and remote users * Troubleshooting workstations, printers, and peripherals * Logging, tracking, and documenting tickets in ITSM tools (ServiceNow, Jira, GLPI) * Supporting videoconferencing environments **Infrastructure and Systems:** * Managing users, groups, and policies in Active Directory and Azure AD * Managing access and licenses (Office 365 / Google Workspace) * Monitoring Windows and Linux servers * Executing and validating backup and restore routines * Applying security patches and updates **Networking and Connectivity:** * Basic support and configuration of networking equipment (switches, routers, and access points) * Experience with MikroTik and UniFi (Ubiquiti) environments * Managing VPN-based access * Supporting structured cabling and rack organization **International Operations (English):** * Interaction with global Service Desk and international vendors * Participation in technical meetings conducted in English * Authoring and translating technical documentation (KBs and procedures) * Supporting global projects **Technology Stack:** * Virtualization: Proxmox, VMware, Hyper\-V * Networking: MikroTik, UniFi, VPN * Systems: Windows Server and Linux * Identity: Active Directory and Azure AD * Monitoring: Zabbix, Nagios, Datadog * ITSM: ServiceNow, Jira, GLPI * Productivity: Office 365 / Google Workspace **Mandatory Requirements:** * Advanced English (reading, writing, and speaking) * Experience in technical support and infrastructure within corporate environments **Preferred Qualifications:** * Production experience with Proxmox * Knowledge of information security (ISO 27001 / LGPD) * Familiarity with automation (PowerShell, Bash, or Ansible) * Experience with cloud environments (Azure and/or AWS) * Experience with monitoring and observability tools