The Infrastructure Engineer will support and maintain IT infrastructure, troubleshoot issues, collaborate with IT teams, and document processes for client environments.
This is a remote position.
ITTConnect is seeking an Infrastructure Engineer to work remotely from anywhere in Brazil for a client in the US.
MUST BE fluent in English.
The Infrastructure Engineer is responsible for supporting and maintaining customer IT infrastructure within the Managed Services environment. This role focuses on resolving technical issues, supporting backend infrastructure systems, and collaborating with customer IT teams to deploy and maintain solutions. Infrastructure Engineers combine technical troubleshooting with proactive monitoring and documentation to ensure stable and secure client environments.
Key Responsibilities
- Troubleshoot and resolve technical issues related to servers, virtualization, storage, and core infrastructure systems.
- Serve as an escalation point for the IT Support team on complex infrastructure-related incidents.
- Work directly with customers and their IT teams to support the deployment, configuration, and maintenance of infrastructure solutions.
- Investigate alerts and system reports to proactively identify potential infrastructure issues and performance risks.
- Follow established runbooks, procedures, and architectural documentation to resolve incidents.
- Exercise sound technical judgment when diagnosing and resolving infrastructure issues that may not have predefined solutions.
- Assist with the creation and maintenance of runbooks, diagrams, and infrastructure documentation.
- Participate in system maintenance activities such as upgrades, patching, and system health checks.
- Document incident resolution steps and system changes within internal ticketing and knowledge management systems.
- Maintain strong communication with internal teams and customers regarding issue status and resolution timelines.
Requirements
- 8+ years of IT experience.
- MUST BE fluent in English.
- 3–6 years of experience supporting IT infrastructure in an MSP, enterprise IT, or hosting environment.
- Experience with Windows or Linux server administration.
- Experience with virtualization platforms (VMware, Hyper-V, etc.).
- Familiarity with storage, backup, and disaster recovery systems.
- Strong troubleshooting and analytical skills.
- Experience working within ticketing systems and following structured support processes.
- Strong documentation and communication skills.
Preferred
- Certifications such as VMware VCP, Microsoft, or cloud infrastructure certifications.
- Experience working in a Managed Service Provider (MSP) environment with exposure to ITIL-based service delivery models.
- Experience with enterprise infrastructure technologies including VMware vSphere, Cisco UCS, and Citrix Virtual Apps and Desktops (CVAD).
- Cloud platform administration experience; Google Cloud Platform (GCP) and Amazon Web Services (AWS) are preferred.
- Experience with cloud platforms, particularly Google Cloud Platform (GCP), including infrastructure design, administration, and troubleshooting.
- Administration experience with Cisco Unified Communications Manager (CUCM), and enterprise storage platforms.
- Familiarity with identity platforms (Active Directory, Okta), firewalls (Palo Alto, Cisco FTD), and backup/disaster recovery solutions is a plus.
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