IT Infrastructure Analyst

Our requirements

• Diploma or degree in information technology, computer science, or a related discipline, or equivalent practical experience.
• Two to four years of progressive IT support or infrastructure experience.
• Hands-on experience supporting Windows 10/11, Microsoft 365, user accounts, laptops, desktops, and peripherals.
• Working knowledge of Active Directory, Entra ID, TCP/IP, DNS, DHCP, Wi-Fi, VLANs, and VPN connectivity.
• Ability to troubleshoot methodically, document work clearly, and recognize when escalation is required.
• Professional written and verbal communication skills and a strong customer-service orientation.

Optional

• Experience with Cisco networking and Palo Alto firewalls.
• Experience with Microsoft Intune, Defender, Exchange Online, SharePoint Online, or Teams administration.
• Familiarity with Windows Server, virtualization, backups, PowerShell, and monitoring tools.
• Experience supporting Avaya and/or 3CX telephony.
• CompTIA Network+, Security+, Microsoft, Cisco, or equivalent certification.
• Experience working within ITIL-based service management and change processes.

Your responsibilities

• Provide responsive first- and second-level support for Windows desktops, laptops, mobile devices, printers, peripherals, and common business applications.
• Diagnose and resolve hardware, software, accounts, printing, connectivity, and application issues, escalating when required.
• Prepare, deploy, maintain, and recover end-user equipment using approved configurations and security standards.
• Complete onboarding, role-change, and offboarding tasks, including equipment, accounts, access, and licensing.
• Provide clear user guidance and maintain a positive, service-focused experience.
• Administer routine Microsoft 365 tasks involving user accounts, groups, licensing, Exchange Online, Outlook, Teams, OneDrive, and SharePoint Online.
• Support Active Directory and Entra ID accounts, authentication, permissions, and access-related troubleshooting.
• Assist with Intune enrollment, device compliance, endpoint configuration, and application deployment.
• Follow approved access-control and security procedures and promptly escalate suspected security incidents.
• Troubleshoot local and remote network connectivity, Wi-Fi, DNS, DHCP, VPN, and basic TCP/IP issues.
• Assist with Cisco switch administration, port configuration, VLAN assignments, network documentation, and device replacement.
• Assist senior staff with Palo Alto firewall changes, VPN troubleshooting, IPsec tunnels, network configuration reviews, and maintenance activities.
• Support endpoint protection, patching, vulnerability remediation, security awareness, and other cybersecurity initiatives.
• Assist with Windows Server, virtualization, backup, monitoring, and recovery activities as assigned.
• Provide operational support for Avaya and/or 3CX phone systems.
• Configure handsets, extensions, voicemail, and approved call-routing changes; troubleshoot common voice and connectivity issues.
• Record accurate troubleshooting notes, resolutions, asset details, and user communications in the service management system.
• Create and maintain knowledge articles, support procedures, inventories, and technical documentation.
• Follow incidents, requests, problems, and change processes and contribute ideas that improve service quality and efficiency.
• Curious and eager to build deeper skills in infrastructure, networking, cloud, and security.
• Customer-focused, patient, and able to explain technical information in plain language.
• Organized and dependable, with strong attention to detail and follow-through.
• Collaborative team member who accepts feedback and shares knowledge.
• Proactive problem solver who remains composed under pressure.

About the project

This is how we organize our work

Working expectations

• Participate in planned after-hours maintenance and an on-call rotation, as required.
• Follow change management, security, documentation, and escalation procedures.
• Perform other IT-related duties consistent with the scope of the position.

Development opportunities we offer

• external training
• intracompany training
• substantive support from technological leaders

Recruitment stages

• 1.
  Two recruitment stages

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