Infrastructure and Support Engineer

About the role

We are looking for an Infrastructure and Support Engineer to provide senior‑level technical escalation support and drive infrastructure projects across Videndum. Based in Cartago, Costa Rica, you will be the primary point of contact for complex infrastructure issues while bridging day‑to‑day operations with strategic initiatives.

Key responsibilities

• Act as on‑site technical lead, handling Tier 1‑3 incidents and serving as escalation point for local and global infrastructure problems.
• Diagnose and resolve issues across server infrastructure, networking, identity, virtualization and cloud environments.
• Own incidents from intake to resolution, communicate status to stakeholders and document root‑cause analysis.
• Mentor Tier 1 and Tier 2 engineers, promote knowledge transfer and maintain regional SLA performance.
• Deliver infrastructure projects such as datacentre consolidation, cloud migrations, network consolidation and identity unification.
• Develop technical designs, implementation and rollback plans, and execute changes within the change‑management framework.
• Support Active Directory and Azure Entra ID consolidation, and contribute to Zero Trust architecture implementation.
• Maintain and improve documentation, runbooks and standard operating procedures.

Required profile

• Several years of experience in IT infrastructure support and project delivery.
• Strong troubleshooting skills across servers, networks, virtualization and cloud platforms.
• Proven ability to lead technical teams and mentor junior engineers.
• Excellent communication skills for interacting with local and global stakeholders.
• Experience with change‑management processes and SLA governance.

Required skills

• Active Directory
• Azure Entra ID
• Virtualization technologies
• Cloud platforms (Azure)
• Networking
• Zero Trust architecture
• Datacentre consolidation
• Change management