Position Summary: Ensure the stability and optimal operation of the technological infrastructure, leading critical incidents and coordinating the support team. Key Highlights: 1. Lead critical incident management and root cause analysis. 2. Manage technological infrastructure and collaboration platforms. 3. Propose improvements for resource optimization and risk reduction. **Senior Technical Support Engineer Position Objective** Ensure the stability, availability, and optimal operation of the organization’s technological infrastructure by leading critical incident response, coordinating the support team, and proposing continuous improvements to IT processes and services. **Main Responsibilities** * Handle and resolve second- and third-level (L2 / L3) incidents. * Lead critical incident management and root cause analysis (RCA). * Supervise and provide technical support to the support team (L1 / L2). * Manage technological infrastructure: servers, networks, virtualization, and cloud services. * Manage Active Directory, Group Policies (GPO), permissions, and security. * Administer collaboration platforms (Microsoft 365, email, Teams, SharePoint). * Configure and monitor backups, disaster recovery, and business continuity. * Implement security controls and cybersecurity best practices. * Document technical procedures, standards, and policies. * Participate in technology implementation, migration, and upgrade projects. * Propose improvements for resource optimization and operational risk reduction. * Coordinate with vendors and manufacturers for case escalation. **Required Technical Knowledge** * Windows Server and Linux operating systems. * Advanced Active Directory and Azure AD administration. * Virtualization (VMware, Hyper-V). * Advanced networking (VLAN, VPN, Firewall, basic routing). * Cloud services (Microsoft 365, Azure). * Backup and disaster recovery (Backup & DR) management. * Information security (hardening, antivirus, EDR, firewall). * ITIL methodologies (incident, problem, and change management). **Key Competencies** * Technical leadership. * Decision-making under pressure. * Analytical and strategic thinking. * Priority management. * Effective communication with both technical and non-technical stakeholders. * Results orientation. * Mentoring and team development capability. **Requirements** * Degree in Systems Engineering, Computer Science, IT, or related field. * Minimum 1–2 years of experience in technical support and infrastructure. * Experience leading teams or coordinating technology projects. * Availability to respond to critical incidents outside regular working hours. Job Types: New-Grad, Permanent Pay: $10,025.92 - $19,588.57 per month Work Location: In person