Infrastructure Support Specialist

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Workana

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2012

👥 HR Tech

🏪 Marketplace

🎯 Recruiter

💰 Series C on 2024-02

HR Tech • Marketplace • Recruitment

Workana is a leading platform in Latin America that connects businesses with remote talent across various disciplines. With over a decade in the market, Workana specializes in providing businesses with pre-selected and certified developers and freelancers for specific time periods or project-based tasks. The platform supports hiring in diverse fields such as IT & Programming, Design & Multimedia, Writing & Translation, and more, offering payment flexibility in local currencies or USD. Workana ensures satisfaction with protected payments and a satisfaction guarantee, aiming to grow businesses quickly and sustainably by leveraging the best remote talent available.

📋 Description

• 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.

🎯 Requirements

• 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.

🏖️ Benefits

• 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.