Infrastructure Engineer BAU (Lisbon or Porto)

Infrastructure Engineer BAU (Lisbon or Porto)

The role: To serve as the critical escalation point between the support team and the infrastructure team, owning complex technical issues through to resolution. The Business As Usual Infrastructure Engineer will investigate escalated problems, identify root causes, implement fixes, and document solutions in Knowledge Base Articles (KBAs). This role focuses on diagnosing and maintaining core infrastructure systems, supporting project delivery, mentoring service desk agents, and collaborating across teams to prevent issue recurrence.

Key Responsibilities

• Issue Escalation Management (Core Function)
  • Act as the midpoint for support escalations, bridging the gap between frontline support and infrastructure engineering.
  • Take ownership of escalated issues from the support team, ensuring thorough investigation and resolution.
  • Perform root cause analysis and implement sustainable fixes.
  • Create and maintain KBAs to document resolutions and promote knowledge sharing.
  • Attend and contribute to problem management meetings and change advisory boards (CABs) to ensure infrastructure stability and governance.
  • Cross‑train internal teams and outsourced helpdesk/support teams on resolved issues to prevent recurrence and improve first‑time resolution rates.
• Infrastructure Operations
  • Manage and help diagnose issues with user, groups and user directories; cloud directories and servers; Windows Server and Desktop environments; Iaa
    S and Paa
    S infrastructure components; file server permissions, Share
    Point on‑prem and 365.
  • Support and troubleshoot services within the Office 365 E5 suite, including Microsoft Teams (Share
    Point, Groups, Telephony); Power
    Apps / Power Automate (Flow); Intune Mobile Device Management; One
    Drive; Power
    Shell scripting; Share
    Point 365.
  • Work directly with employees across all levels of the organization, from junior staff to senior executives.
  • Provide hands‑on support for technical issues, including troubleshooting and resolving problems on end‑user devices.
  • Communicate clearly and professionally with stakeholders to ensure timely resolution and user satisfaction.
  • Liaise with third‑party vendors and suppliers for infrastructure‑related services and escalations.
  • Ensure SLAs and service quality standards are met.
• Project Delivery
  • Assist in the planning and execution of IT infrastructure projects.
  • Provide technical input and hands‑on support during project rollouts.
  • Train and mentor new service desk agents on internal systems and applications.
  • Promote knowledge sharing and continuous improvement within the support team.

Skills & Experience

• Qualifications in Microsoft technology stack.
• Proven experience in escalation management and issue resolution.
• Strong troubleshooting and problem‑solving skills.
• Solid understanding of Windows Server/Desktop environments.
• Experience with cloud infrastructure (Azure, Iaa
  S, Paa
  S).
• Experience with SQL‑based databases.
• Familiarity with Office 365 administration and scripting (Power
  Shell).
• Comfortable working directly with users at all levels, including executives.
• Experience supporting and resolving issues on end‑user devices.
• Ability to cross‑train and communicate technical solutions to non‑technical teams.
• Experience participating in problem management and CAB processes.
• Excellent documentation and communication skills.
• Living in Portugal and willing to go to Porto or Lisbon office 2 or 3 days per week.
• Experience with Intune and mobile device management.
• Exposure to ITIL practices.
• Previous mentoring or training experience.

Seniority level

Mid‑Senior level

Employment type

Full‑time

Job function

Information Technology

Industries

Staffing and Recruiting