Job Description

Company is looking for a Level 2 (L2) Technician – Systems / Networks, responsible for managing and resolving more complex technical incidents, providing specialized support in server environments, networks and business platforms.

This role requires technical autonomy, analytical thinking, and the ability to work in multiple technological environments.

Main functions
Resolve tickets escalated from Level 1 (L1).
Manage and provide advanced support in Microsoft 365 (mail flow, permissions in SharePoint).
Manage Windows Server servers and basic knowledge of Linux.
Network support: firewalls, VLANs and routing concepts.
Attend and support business applications.
Perform root cause analysis of incidents.
Manage:
Group Policy
Backup systems
Endpoint management (RMM) tools
Execute medium complexity projects:
Server migrations
Tenant configuration
Network infrastructure improvements
Document processes and optimize procedures (runbooks).
Provide support and guidance to Level 1 technicians.
Requirements
Experience between 2 and 5 years in similar roles.
Solid knowledge in:
Windows Server
Active Directory
DNS/DHCP
Networks (TCP/IP, VPN, firewalls)
Microsoft 365 (Exchange, SharePoint, Intune)
Experience in troubleshooting in different environments.
Minimum English level B2 (essential).
High technical autonomy and analysis capacity.
Desirable knowledge

Experience or familiarity with tools such as:
Akamai, Cloudflare, Microsoft Azure, Google Admin, NinjaRMM, Nerdio, DNSFilter, Axcient, Secureframe, ThreatLocker, WP Engine, among others.

Performance indicators (KPIs)
Escalation resolution time
Backlog reduction
Project execution
Reduction of recurring incidents",