Infrastructure and Support Engineer

About the role

Videndum is looking for a senior‑level Infrastructure and Support Engineer to provide escalation support and lead infrastructure projects across the group. Based in Cartago, Costa Rica, you will act as the primary technical point of contact for complex issues while supporting day‑to‑day operations.

Key responsibilities

• Serve as on‑site technical lead, handling Tier 1‑3 support for local and global environments.
• Diagnose and resolve incidents across server infrastructure, networking, identity, virtualization, and cloud platforms.
• Own escalated incidents from intake to resolution, communicating status to stakeholders.
• Mentor Tier 1 and Tier 2 engineers and drive knowledge transfer.
• Deliver infrastructure projects such as datacentre consolidation, cloud migration, network consolidation, and identity unification.
• Develop technical designs, implementation plans, and rollback procedures.
• Support Active Directory and Azure Entra ID consolidation and Zero Trust architecture implementation.
• Maintain and improve documentation, runbooks, and SOPs.

Required profile

• Senior‑level experience in IT infrastructure support and project delivery.
• Strong problem‑solving skills and ability to manage complex incidents.
• Excellent communication and mentorship abilities.
• Ability to work independently and collaborate with security and operations teams.

Required skills

• Server infrastructure management
• Networking concepts and troubleshooting
• Identity management (Active Directory, Azure Entra ID)
• Virtualization technologies
• Cloud environments (Azure)
• Datacentre consolidation and cloud migration
• Zero Trust architecture components
• Change management and documentation

What we offer

• Opportunity to work in a global media‑technology company.
• Exposure to cutting‑edge infrastructure projects.
• Collaborative environment with professional growth.