.The Infrastructure Analyst 2 is an intermediate level role responsible for assisting with LAN / WAN and help desk administration activities, including network maintenance, technical guidance, and security in coordination with the Technology Infrastructure team. The overall objective is to use infrastructure technology knowledge and identified policies to process data, resolve issues and execute administrative tasks.**Responsibilities**:- Diagnose and resolve problems through evaluative judgment, troubleshooting and analysis- Ensure successful completion of data loads and batch processing- Participate in testing activities, including the creation and execution of basic test scripts- Execute project plan task- Participate in control activities (risk, self-assessment, COB, audit, etc.) and make recommendations for enhancements- Evaluate issues using existing procedures or similar/related experiences; recommend and implementsolutions- Exchange ideas and information in a concise and clear manner**Qualifications**:- 0-2 years of experience in a Technology Infrastructure role- Ability to communicate technical concepts to non-technical audience- Ability to work with virtual and in-person teams, and work under pressure or to a deadline- Effective written and verbal communication skills- Effective analytic/diagnostic skills**Education**:- Bachelor's/University degree or equivalent experienceThis job description provides a high-level review of the types of work performed. Other job-related duties may be assigned as required.**Key Responsibilities**:- Service level indicators analysis, responsible for the success of the committed service level agreement and asset management- Vendor performance management through monthly metrics analysis.- Coordination of the business as usual field dispatch and supporting projects that require field support duties.- 5000-7000 monthly average tickets expected to be solved through a managed services contract- L1/L2 support for desktops, laptops, workstations and peripheral devices such as printers, scanners, biometrics- L1 support for network, video and voice services- Sound judgment for solving non-standard issues and Incidents prioritization.- Teamwork with the Central Services dispatcher team to seek for continuous customer satisfaction improvements.- Connect and interact with different vendors and global/regional teams (Customer Service Center, Global Command Center, Network Core Infrastructure Services, Service Delivery, etc.) in the incident resolution related to infrastructure issues and internal customer delivery.- Interact with end users to understand their needs, deliver proposals or route to the corresponding team to attend these requirements.- Broad knowledge of the global operating model and CTI products portfolio available. Promote the usage of this tools and be able to integrate them in Business proposals.- Ensure compliance with internal information security policies, legal and regulatory