Senior Infrastructure Analyst

Description

Job Summary: We are seeking a Senior Infrastructure Analyst (Level 2, N2) to provide technical support, ensuring continuity, performance, and security across client environments, while supporting Level 1 (N1) analysts. Key Highlights: 1. Resolution of medium- and high-complexity incidents 2. Technical support and guidance to Level 1 (N1) analysts 3. Decision-making under pressure and continuous learning We are **Ghetti Tecnologia**. We support enterprises in managing their IT infrastructure through solutions in networking, security, cloud, and ongoing technical support. Our focus goes beyond resolving tickets: we aim for an organized, predictable operation with high-quality service delivery. To sustain this evolution, we seek a Senior Infrastructure Analyst (N2) — responsible for second-level technical support, resolving medium-complexity incidents, ensuring service continuity, performance, security, and continuous improvement of client environments, as well as supporting Level 1 (N1) analysts in improving response efficiency. **Role Vision** The Level 2 (N2) Analyst serves as the bridge between operational support and technical specialization, acting as a reference in: * resolution of medium- and high-complexity incidents * technical support and guidance to Level 1 (N1) analysts * implementation of changes in production environments * diagnosis and stabilization of client environments This role combines: * intermediate-to-advanced technical knowledge * ability to make decisions under pressure * collaborative, continuously learning mindset * growing autonomy in incident resolution **Key Responsibilities** Technical Support and Incident Resolution * Serve as the technical reference for Level 1 (N1) analysts, supporting resolution of medium- and high-complexity tickets * Conduct intermediate troubleshooting and incident resolution, escalating to Level 3 (N3) when critical cases arise * Execute technical changes in production environments, following processes and validations defined by the senior team * Monitor security alerts, identify suspicious behavior, and assist in incident response Operations and Process Improvement * Support demand prioritization and routing, identifying recurring issues and operational bottlenecks * Suggest improvements to service processes based on identified recurring issues * Contribute to technical documentation and procedural standardization, recording solutions and operational best practices Security and Compliance * Verify endpoint compliance with established security policies * Contribute to periodic access reviews, supporting identity governance best practices * Collaborate with Level 3 (N3) analysts and Technical Leads in risk assessment and mitigation strategy support **Candidate Profile** You’ll stand out if you: ✔ Resolve medium- and high-complexity problems with increasing autonomy ✔ Make sound technical decisions, even under pressure ✔ Support the N1 team clearly and didactically ✔ Possess critical thinking to identify recurring issues and propose improvements ✔ Share knowledge and maintain a collaborative attitude ✔ Are proactive, organized, and demonstrate a strong sense of urgency **Technical Requirements** * Bachelor’s degree in IT, Engineering, or related fields * Experience in intermediate-level technical support (N2 or equivalent) * Networking experience (TCP/IP, routing, switching, DNS, DHCP, VLANs) * Information security knowledge (access control, segmentation, best practices) * Windows Server experience (Active Directory, Group Policy Objects, Domain Controllers) * Linux knowledge * Security policy configuration and maintenance * VPN configuration (site-to-site and client-to-site) * Log analysis and troubleshooting of medium-complexity incidents * Practical experience with VPNs (IPSec, SSL) * Cloud environment experience (Azure / Microsoft Entra ID) * Familiarity with ITSM tools and best practices (ITIL) * Experience with monitoring and observability tools (Zabbix and Grafana) * Microsoft 365 experience (Exchange Online, Teams, SharePoint, MFA, Conditional Access) * Backup tool knowledge (Acronis) and endpoint security solutions (Bitdefender) **Preferred Qualifications** * Experience in managed services (MSP) environments * Relevant technical certifications (AZ-104, NSE4, CCNA or similar) * Knowledge of ITIL best practices * Experience with security frameworks (Zero Trust, CIS) **The Challenge** You will serve as a key player in technical operations, responsible for: * Ensuring continuity and stability of client environments * Supporting and developing Level 1 (N1) analysts * Elevating the quality of delivered support Our Benefits * Market-competitive salary * Individual Health Insurance Plan * Life Insurance * Transportation Allowance * Meal Voucher R$ 299.77 / Food Allowance R$ 770.00 Work Location: On-site / Hybrid in Rio de Janeiro, RJ Resumes must be submitted in PDF format; Word documents will not be accepted. Compensation: R$3.100,00 per month Benefits: * Medical assistance * Dental assistance * Life insurance * Food allowance * Meal voucher * Transportation allowance Work Location: On-site