Workana
Information Technology and Services
InfrastructureSupportSpecialist
Neural analysis suggests this role is
optimal for Mid candidates.
“Infrastructure Support Specialist at Workana. Skills: Network support, Incident resolution, Cisco environments. Provide remote technical support. Diagnose incidents”
What You'll Achieve.
Meeting established SLAs
Industry & Context.
Analytical skills; Solve complex technical issues; Troubleshooting
24x7 support operation, Response times 4-8 hours, On-call rotations, Critical support, Standby support
What They're Looking For.
Must Have
3 to 5 years of experience, Hands-on experience configuring Cisco equipment, Knowledge of LAN/WAN networks, Knowledge of TCP/IP protocols, Knowledge of networking technologies, Knowledge of the OSI model, Experience configuring Cisco switches, Experience configuring Cisco routers, Experience using traffic capture tools, Experience using network protocol analysis tools, Experience with network monitoring tools, Experience with network administration tools, Knowledge of ITIL processes, Analytical skills, Ability to solve complex technical issues, Ability to work under pressure, Ability to manage multiple priorities, Excellent verbal communication skills in English, Excellent written communication skills in English, Ability to interact with clients, Ability to interact with vendors, Ability to interact with managers, Ability to interact with engineers, Ability to interact with stakeholders, Service-oriented mindset, Attention to detail, Follow-through, Availability to participate in 24x7 support, Ability to respond to incidents within SLAs, Stable internet connection, Adequate remote work setup
Nice to Have
CCNA certification or equivalent knowledge, Previous experience with on-call rotations, Previous experience with critical support, Previous experience with standby support
What You'll Do.
Provide remote technical support
Support teams with configuration
Support teams with upgrade activities
Support teams with maintenance activities
Collaborate with network engineers
Collaborate with global operations teams
Collaborate with clients
Collaborate with vendors
Collaborate with stakeholders
Perform advanced troubleshooting
Monitor network infrastructure performance
Create technical documentation
Maintain technical documentation
Create operating procedures
Maintain operating procedures
Create support records
Maintain support records
Prioritize multiple incidents
Meet established SLAs
Communicate technical concepts
How You'll Work.
Team & Collaboration
Local technical teams; Remote technical teams; Global technical teams; Network engineers; Global operations teams; Clients; Vendors; Cross-functional stakeholders
Communication Scope
Verbal communication; Written communication; Technical concepts
Process & Methodology
ITIL best practices
Full Job Description
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. **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,
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