IT Network Lead

IT Network Lead

About Atento

Atento is one of the leading providers of customer relationship management and business process outsourcing (CRM/BPO) services in Latin America, and among the top five worldwide. We are committed to innovation, operational excellence, and creating exceptional experiences for our clients and employees. Join us and be part of a dynamic team that values collaboration, growth, and cutting-edge technology.

Job Details

• Job Type: Full-time, Permanent
• Location: Caguas, Puerto Rico
• Benefits: Health, Dental, Vision insurance, Paid Time Off
• Education: Bachelor’s degree (Preferred)
• Experience: Minimum 3 years in IT leadership (Required)
• Language: English (Required)
• Ability to Commute: Caguas, PR (Required)

Overview

We are seeking a highly skilled IT Lead to manage and oversee our IT infrastructure, systems, and services in Puerto Rico. The ideal candidate will combine strong leadership skills with deep technical expertise across multiple IT domains. This role is critical for driving strategic technology initiatives, ensuring system security, and supporting business continuity through innovative solutions and effective resource management.

Key Responsibilities

• Infrastructure Management: Design, implement, and maintain IT infrastructure including servers, networks, and cloud platforms (AWS, Azure).
• Virtualization: Manage VMware and vSphere environments to optimize performance and resource utilization.
• Network Administration: Oversee network operations including Cisco routers, LAN/WAN configurations, firewalls, DHCP, VPNs, and remote access solutions.
• Database Administration: Administer Microsoft SQL Server and other database systems ensuring data integrity and security.
• IT Service Management: Utilize tools such as ServiceNow, Jira, SharePoint, and Microsoft Office Suite for ITSM processes.
• Business Continuity: Develop and implement disaster recovery and business continuity plans to minimize downtime.
• Team Leadership: Supervise technical support teams covering desktop support, server management, and network engineering.
• Vendor Management: Handle procurement and maintenance of hardware/software ensuring compliance with organizational standards.
• Project Leadership: Drive IT governance, security policies, system upgrades, and infrastructure improvements following ITIL best practices.
• Cybersecurity: Implement and monitor information security protocols and network security strategies.

Qualifications

• Proven experience in IT leadership roles with team management responsibilities.
• Strong knowledge of cloud platforms (AWS, Azure) and virtualization technologies (VMware vSphere).
• Proficiency in Windows Server, Linux environments, and Microsoft SQL Server.
• Solid understanding of network architecture (Cisco routers, LAN/WAN, DHCP, firewalls, VPNs).
• Experience with ITSM tools (ServiceNow, Jira) and network monitoring (SolarWinds).
• Expertise in database management and SQL queries.
• Familiarity with Agile methodologies and ITIL frameworks.
• Excellent communication and organizational skills; ability to manage multiple projects under tight deadlines.
• Relevant certifications (CISSP, CCNA/CCNP, VMware VCP/VCIX) highly desirable.