Position Summary: Ensure the stability and optimal operation of the technological infrastructure by leading critical incidents and coordinating the support team. Key Highlights: 1. Leads critical incident response and coordinates support teams. 2. Manages technological infrastructure, virtualization, and cloud services. 3. Participates in implementation projects and proposes continuous improvements. **Semi-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** * Respond to and resolve Level 2 and Level 3 (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 implementation, migration, and technology upgrade projects. * Propose improvements for resource optimization and reduction of operational risks. * Coordinate with vendors and manufacturers for case escalation. **Required Technical Knowledge** * Windows Server, Linux, and macOS 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) * 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 3–6 years of experience in technical support and infrastructure * Experience leading teams or coordinating technology projects * Availability for after-hours critical incident response Job Types: New-Grad, Permanent Pay: $10,025.92 - $19,588.57 per month Work Location: In person