[Remote] Infrastructure Support Analyst (L1/L2)

Note: The job is a remote job and is open to candidates in USA. Vidorra Consulting Group is seeking a dedicated and experienced Level 1 (L1) / Level 2 (L2) Infrastructure Support Analyst to manage, support, and deploy critical IT services infrastructure. The role involves proactive monitoring, adherence to ITSM processes, and providing flexible 24x7 operational support. Responsibilities • Manage, support, and deploy IT services infrastructures (1-4 years of experience required in this specific area) • Proactively utilize monitoring and alerting tools; respond to alerts following Standard Operating Procedures (SOPs) • Create, update, and review SOPs for known and new issues • Perform initial troubleshooting and escalate incidents to Level 2 (L2) teams • Support patch management and firmware upgrades • Participate in major incident calls, following escalation procedures for infrastructure issues • Coordinate with 3rd party vendors, Original Equipment Manufacturers (OEMs), and Telcos • Execute production change tickets during off-business hours or as scheduled • Maintain accurate documentation and reports Skills • 1-4 years of direct experience in managing, supporting, and deploying IT services infrastructures • Basic working knowledge of network concepts including Local Area Network (LAN), Wide Area Network (WAN), Switching, Routing, Domain Name System (DNS), Dynamic Host Configuration Protocol (DHCP), and Load Balancers • Experience with different monitoring and alerting tools • Comprehensive knowledge of IT Service Management (ITSM) helpdesk ticketing applications like ServiceNow • Familiarity with ITIL procedures and processes • Excellent organizational skills and ability to manage multiple concurrent tasks with minimal supervision Company Overview • Vidorra Consulting is a Software Consulting firm with strong focus on niche areas of Robotics Process Automation, Analytics & Data Integration and Oracle Utilities Analytics (OUA). It was founded in 2009, and is headquartered in Houston, Texas, USA, with a workforce of 51-200 employees. Its website is https://vidorraconsultinggroup.com/. Company H1B Sponsorship • Vidorra Consulting Group has a track record of offering H1B sponsorships, with 2 in 2025, 6 in 2024, 9 in 2023, 7 in 2022, 3 in 2021, 13 in 2020. Please note that this does not guarantee sponsorship for this specific role. Apply tot his job Apply To this Job