Administrator Sistem IT: Helpdesk & Infrastructura Critica

Technical Profile - IT Engineer L1 & L2:
- Minimum 3 years experience in IT support (remote and on-site helpdesk)
- Solid knowledge of Windows 10/11, Active Directory (account creation, GPO basics, resets)
- Experience with Microsoft 365 (Exchange Online, Teams, OneDrive, Intune; licensing)
- Familiarity with VPN (OpenVPN/FortiClient), network printers, LAN/WiFi connectivity
- Ability to configure a workstation from scratch (imaging, join domain, user profile)
- Documenting interventions in ticketing system
- Knowledge of English language - technical level written (documentation, vendor support)
- Driving license category B and availability for on-site deployment in Bucharest

Technical Profile - IT Engineer L3:
- Minimum 3 years experience managing Windows Server systems (2016/2019/2022) in enterprise environments
- Active Directory advanced: design OU, GPO complex, replication, trust-roles, FSMO roles
- Azure: VM management, Azure AD/Entra ID, Update Manager, Monitor, Cost Management
- FortiGate: configuring firewall policies, VPN SSL/IPsec, HA cluster, troubleshooting L3
- Veeam Backup & Replication: designing jobs, synthetic full, instant recovery, Veeam ONE reporting
- Networking: TCP/IP advanced, VLAN, static routing, MPLS conceptual, troubleshooting L2/L3
- Monitoring systems (CheckMK, Zabbix, PRTG or equivalent): setup and administration
- Basic scripting: PowerShell for automating administrative tasks (minimum 2 years)

Human Profile:
- Extreme orientation towards clients: empathy towards frustrated users is a competence, not an option
- Rapid analytical thinking: diagnose before acting, not the other way around
- Systemic thinking: understanding infrastructure interdependencies - a firewall modification can affect backup
- Proactivity: signaling trends (same type of recurrent incident) before it becomes a problem
- Clear communication: explaining technical aspects in user language
- Resistance to stress: SLAs are contractual, not orientative
- Capacity for organization and simultaneous management of multiple tickets with different priorities

IT Engineer - L1 & L2:
Represent the first and second level of IT support for our clients. Your workday means: responding quickly to user requests (L1 remote), intervening physically at client sites for problems that cannot be resolved remotely (L2 on-site) and documenting each action with precision. You are the interface between LifeinCloud and the user who has an urgent problem.
Daily Activities:
L1 — Helpdesk Remote Dedicated:
- Incident management through ticketing system (creation, tracking, escalation, closure)
- Resetting Active Directory and Microsoft 365 passwords; troubleshooting Office, Outlook, Exchange
- Supporting VPN connectivity, network printers, business application access
- Configuring new workstations (imaging, join domain, installing applications)
- Monitoring endpoints and applying patches at user level
- Escalating structured to L2/L3 with complete documentation of the incident
- Monthly reporting for each client
L2 — Helpdesk On-Site:
- Scheduled visits and on-demand visits to client sites in Bucharest and surroundings
- Troubleshooting hardware: diagnosing PCs, laptops, peripheral equipment
- Interventions local network: switches, patch panels, structured cabling
- Upgrading firmware for network devices and periodic audit/inventory of infrastructure
- Testing redundancy connections and failover
- Preventive maintenance