Level 3 Infrastructure Support Engineer

Senior Lead Recruiter - Hiring for IT industry (Mostly)

Location : Chile (3 days onsite office)

Contract

About the Role

We are seeking an ideal team player who is Smart, Hungry and Humble. You will be responsible for supporting all aspects of the IT systems and services. Additionally, the role includes responsibility for ensuring the security and integrity of computer operations and systems development. You will be well-organized, work exceptionally well with different people (in different locations and time zones).

Responsibilities

• Ensure system and data security is maintained at a high standard, ensuring the integrity of the client’s network is not compromised.
• Configuration profiles
• Compliance profiles
• Endpoint Security Baselines & Hardening
• Application deployments and patching
• Exposure management
• Cloud security management across AWS and Azure environments via Defender for Cloud and AWS security hub
• Build, maintain and manage the client’s infrastructure
• End-to-end system stability and performance
• Incident and problem management
• Patch and vulnerability management
• Monitor performance of client’s systems, ensuring issues are appropriately escalated and resolved
• Management and support of any and all client’s 3rd party services
• Microsoft support (Exchange Online, SharePoint, MS Teams, OneDrive)
• CSP & SPLA Service Management (Microsoft 365 License management and Azure subscription management)
• Answer phone / email / tickets in a professional and timely manner
• Assisting clients or staff through a series of actions, either face to face; email or over the telephone to help set up systems or resolve issues
• Troubleshoot technical issues to resolution and / or escalate to supplier or partner organizations as required
• Provide first point or an escalation point from Level 1 across all support tickets
• Escalate at the appropriate time any difficult issues to level 3
• Log all incidents and service requests in our designated Helpdesk system
• Manage Helpdesk tickets, planning and prioritizing systematically to minimize backlog and ensure operational efficiency
• Managed clients cadence meetings to ensure we maintain a high standard of service
• Ensure that the reports are maintained and accurate
• Integration and Automation
• Manage and support integrated systems to ensure relevant data is available at all times
• Develop skills in Power Automate and Power Apps and AI / ML tools to help CI / CD processes
• Manage the integration between the applications to ensure the workflows are maintained
• Look at automation across systems updates and patching levels
• Manage all Managed Service Transitions
• Collaborate with the Professional Services team to provide technical assistants to project teams and assume technical project roles as needed, ensuring effective support for the deployment of new solutions
• Build and contribute to service documentation and knowledgebase
• Demonstrate commitment to and promotion of a culture of service excellence and continual improvement within the IT team
• Maintain and develop excellent working relationships with key suppliers, conducting dealings in a professional and appropriate manner
• Change and Release Management
• Configuration change management
• Knowledge management and documentation
• Ensure a secure and protected environment for clients and their systems
• Maintain all end point security and patching levels
• Ensure that all internal infrastructure is secure and in alignment with the security methodology Client agrees to follow
• Ensure system and data security is maintained at a high standard, ensuring the integrity of the Client network is not compromised
• Ensure that all client dashboards are secure to only the intended client’s view

Essential Skills and Experience

Seniority level

Employment type

Job function

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