Infrastructure Support Specialist

We are looking for an Infrastructure Support Specialist to provide technical and operational support in high-availability enterprise environments.

This role is focused on supporting network and communications infrastructure, troubleshooting incidents, maintaining connectivity services, and collaborating with local, remote, and global technical teams. The ideal candidate has solid experience in network operations, Cisco environments, incident resolution, and support processes within corporate or mission-critical environments.

This is a remote, full-time position for professionals based in Latin America. Advanced English is required and will be assessed during the interview process.

Responsibilities

• Provide remote technical support for network and communications infrastructure.
• Diagnose and resolve incidents related to LAN/WAN networks, connectivity, and networking equipment.
• Support local and remote teams with configuration, upgrade, and maintenance activities.
• Collaborate with network engineers, global operations teams, clients, vendors, and cross-functional stakeholders.
• Perform advanced troubleshooting using packet capture tools and protocol analysis.
• Monitor network infrastructure performance using large-scale monitoring and management tools.
• Manage incidents, problems, and changes following ITIL best practices.
• Create and maintain technical documentation, operating procedures, and support records.
• Prioritize multiple simultaneous incidents while meeting established SLAs.
• Communicate technical concepts clearly to both technical and non-technical users.

• Technical degree or studies in Management Information Systems, Computer Science, Business Administration, Communications, or a related field.
• 3 to 5 years of experience in infrastructure support, network operations, or similar roles.
• Hands-on experience configuring, administering, and troubleshooting Cisco equipment.
• Strong knowledge of LAN/WAN networks, TCP/IP protocols, networking technologies, and the OSI model.
• Experience configuring and troubleshooting Cisco switches and routers.
• CCNA certification or equivalent knowledge is highly valued.
• Experience using traffic capture tools and network protocol analysis tools.
• Experience with large-scale network monitoring and administration tools.
• Knowledge of ITIL processes, including Incident Management, Problem Management, and Change Management.
• Strong analytical skills and ability to solve complex technical issues.
• Ability to work under pressure and manage multiple priorities.
• Excellent verbal and written communication skills in English.
• Ability to interact with clients, vendors, managers, engineers, and stakeholders at different levels.
• Service-oriented mindset, attention to detail, and strong follow-through.

Availability

• Availability to participate in a 24x7 support operation.
• Ability to respond to incidents within established SLAs, with expected response times between 4 and 8 hours.
• Previous experience with on-call rotations, critical support, or standby support is a strong plus.
• Stable internet connection and an adequate remote work setup.

• Remote work from Latin America.
• Full-time engagement, 40 hours per week.
• Opportunity to work in enterprise-level infrastructure environments.
• Exposure to global teams and mission-critical network operations.
• Collaboration with HITSS and the final client through a structured selection process.
• Long-term professional growth in infrastructure, networking, and technical support operations.