Infrastructure Support Engineer (Cloud & Systems)

<div class="jobDescription"> <div class="jobCell__left"><span style="font-size: 12pt;">We are looking for an experienced and proactive <strong>Infrastructure Support Engineer</strong> to provide technical support and administration across our cloud and on-prem IT environments. This role combines infrastructure operations, technical support, and platform administration, delivering specialised technical assistance to our company employees, including quantitative researchers, developers, and business teams across the Americas (GMT-3 to GMT-6) or Asia-Pacific (GMT+7 to GMT+9) time zones. </span></div> <div class="jobCell__left"> </div> <div class="jobCell__left"><span style="font-size: 12pt;">The ideal candidate will have hands-on experience with AWS infrastructure, enterprise platforms, and strong analytical and troubleshooting skills. </span><span style="font-size: 12pt;">The role requires excellent communication skills and the ability to support both technical and non-technical users in an international environment.</span></div> <div class="jobCell__left"> </div> <div class="jobCell__right"><hr></div> </div> <div class="jobCell"> <p class="jobCell__left"><span style="font-size: 12pt;"><strong>WHAT YOU'LL BE DOING:</strong></span></p> <ul class="jobCell__right"> <li style="font-size: 12pt;"><span style="font-size: 12pt;">Handle and respond to employee support requests through corporate communication and ticketing platforms</span></li> <li style="font-size: 12pt;"><span style="font-size: 12pt;">Support, maintain, and troubleshoot cloud and on-premises infrastructure services, applications, and enterprise platforms</span></li> <li style="font-size: 12pt;"><span style="font-size: 12pt;">Manage user accounts, access permissions, system configurations, and related administrative tasks </span></li> <li style="font-size: 12pt;"><span style="font-size: 12pt;">Troubleshoot hardware, software, access, and basic connectivity issues including VPN, Wi-Fi, DNS, and related networking components</span></li> <li style="font-size: 12pt;"><span style="font-size: 12pt;">Monitor infrastructure health, performance, and availability</span></li> <li style="font-size: 12pt;"><span style="font-size: 12pt;">Conduct root cause analysis for recurring technical and infrastructure-related issues, and recommend improvements</span></li> <li style="font-size: 12pt;"><span style="font-size: 12pt;">Contribute to automation, integration, and process improvement initiatives</span></li> <li style="font-size: 12pt;"><span style="font-size: 12pt;">Maintain clear and accurate technical documentation, operational procedures, and user guides  </span></li> <li style="font-size: 12pt;"><span style="font-size: 12pt;">Work closely with cross-functional teams to design solutions and implement system improvements and upgrades</span></li> <li style="font-size: 12pt;"><span style="font-size: 12pt;">Provide remote support for office and on-premises IT infrastructure, where applicable</span></li> </ul> </div> <div class="jobCell"> <p class="jobCell__left"><span style="font-size: 12pt;"><strong>WHAT WE LOOK FOR IN YOU:</strong></span></p> <ul class="jobCell__right"> <li style="font-size: 12pt;"><span style="font-size: 12pt;">Bachelor's degree in Computer Science, Information Technology, or related field </span></li> <li style="font-size: 12pt;"><span style="font-size: 12pt;">At least 5 years of experience in IT Support and Engineering roles, handling critical systems </span></li> <li style="font-size: 12pt;"><strong><span style="font-size: 12pt;">Ability to collaborate across the Americas (GMT-3 to GMT-6) or Asia-Pacific (GMT+7 to GMT+9) time zones </span></strong></li> <li style="font-size: 12pt;"><span style="font-size: 12pt;">Hands-on experience with Amazon Web Services (AWS) </span></li> <li style="font-size: 12pt;"><span style="font-size: 12pt;">Knowledge of Kubernetes and AWS EKS </span></li> <li style="font-size: 12pt;"><span style="font-size: 12pt;">Experience with ticketing systems such as Jira Service Management or ServiceNow </span></li> <li style="font-size: 12pt;"><span style="font-size: 12pt;">Scripting or automation experience using Bash or Python </span></li> <li style="font-size: 12pt;"><span style="font-size: 12pt;">Basic understanding of networking concepts and protocols, including DNS, VPN, TCP/IP, and Wi-Fi </span></li> <li style="font-size: 12pt;"><span style="font-size: 12pt;">Strong troubleshooting and analytical problem-solving skills with attention to detail </span></li> <li style="font-size: 12pt;"><span style="font-size: 12pt;">Experience with monitoring tools and troubleshooting methodologies </span></li> <li style="font-size: 12pt;"><span style="font-size: 12pt;">Excellent communication skills, with the ability to explain technical concepts to both technical and non-technical audiences </span></li> <li style="font-size: 12pt;"><span style="font-size: 12pt;">Professional proficiency in English </span></li> <li style="font-size: 12pt;"><span style="font-size: 12pt;">Ability to work independently and collaboratively in a fast-paced environment, managing diverse priorities </span></li> <li style="font-size: 12pt;"><span style="font-size: 12pt;">A strong desire for continuous learning and professional growth</span></li> </ul> </div> <div class="jobCell"> <p class="jobCell__left"><span style="font-size: 12pt;"><strong>NICE-TO-HAVE</strong></span></p> <ul class="jobCell__right"> <li style="font-size: 12pt;"><span style="font-size: 12pt;">ITIL v3 or ITIL v4 certification or practical knowledge </span></li> <li style="font-size: 12pt;"><span style="font-size: 12pt;">Experience with workflow automation and integrations using REST APIs and platforms such as Make.com, Zapier, n8n, or similar </span></li> <li style="font-size: 12pt;"><span style="font-size: 12pt;">Experience administering or supporting Oracle NetSuite </span></li> <li style="font-size: 12pt;"><span style="font-size: 12pt;">Experience administering or supporting Cisco Catalyst / Meraki wireless environments, including controllers, switches, and access points </span></li> </ul> </div> <div class="jobCell"> <