Service & Infrastructure Engineer

Alfavox is a dynamic company specializing in advanced solutions for voice communication, voice technologies, and full omnichannel range. They provide solutions for business and public sector, including contact center systems, automation tools, voicebot/chatbot technologies, speech processing, speech recognition, speech synthesis, and integrations with external systems.

• Minimum 5 years of experience maintaining and administering production environments, including at least 2 years supporting business clients under SLA.
• Advanced experience administering Windows Server (AD, GPO, domain services).
• Advanced experience administering Linux (production maintenance, performance diagnostics, systemd, networking).
• Practical knowledge of virtualization environments (VMware, Hyper-V) for maintenance and design.
• Experience with Docker in production environments.
• Proficiency in IT automation using Bash, PowerShell, and Ansible, with proven self-created solutions.
• Good knowledge of Nginx or similar web proxy solutions (reverse proxy, TLS, load balancing).
• Ability to analyze network traffic using Wireshark for diagnostics.
• Documented experience in independently resolving critical incidents under time pressure and performing RCA.
• Ability to work concurrently with multiple clients, prioritize, and manage tickets from submission to closure.
• Willingness to share knowledge and support less experienced team members.
• Proficient English language skills allowing technical communication (minimum B2 level).

Nice to have:

• Experience with VoIP, ISDN, and telecommunication solutions (SIP, codecs, call quality diagnostics).
• Administration of PostgreSQL or MS SQL databases (maintenance, backup/restore, query optimization).
• Knowledge of monitoring system Zabbix (template configuration, triggers, integrations).
• Experience with enterprise network devices (Juniper, Cisco, MikroTik, HP).
• Good knowledge of SQL.
• Familiarity with ITIL principles (ITIL Foundation certificate is a plus) and experience with ticket systems (Jira Service Management, OTRS, ServiceNow).
• Experience with Kubernetes or other container orchestration platforms.
• Experience in leading client deployments.

• Handle client service requests (incidents, problems, change requests) according to defined SLAs, including high-priority incidents and escalation of critical ones.
• Provide technical escalation support for first and second line support; independently conduct complex diagnostics in client production environments.
• Perform root cause analysis (RCA) after critical incidents and develop preventive actions.
• Maintain and administer systems including Windows Server, Linux, virtual environments (VMware, Hyper-V), and containers (Docker); design and implement architectural changes.
• Design and develop infrastructure monitoring (metrics, alert thresholds, dashboards), proactively detect anomalies, and recommend performance and reliability improvements.
• Configure and maintain network services (e.g., Nginx web proxy, load balancing, TLS) and analyze network traffic using tools like Wireshark and tcpdump.
• Design and implement automation of maintenance and support tasks using Bash, PowerShell, and Ansible, establishing team standards.
• Collaborate with development teams for deeper issue analysis; participate in architecture reviews and assess impact of changes on production.
• Participate in client deployment and migration processes including planning, testing, and rollback.
• Create and maintain technical documentation, runbooks, and knowledge base; standardize maintenance procedures.
• Provide mentoring and support to junior engineers including onboarding and code reviews.
• Implement best security practices (hardening, vulnerability management, access control).
• Communicate directly with clients and technology partners regarding incident status and service reviews.
• Participate in on-call rotations as per schedule.

By applying, you consent to the processing of your personal data by Alfavox sp. z o.o. located at Ziębicka 35, 60-164 Poznań for recruitment purposes. Providing data is voluntary but necessary for participation in recruitment. Data will be processed based on your consent and company's legitimate interests. You have rights to access, rectify, erase, restrict or object to data processing, and lodge complaints to the data protection authority. Data may be transferred to service providers for recruitment and IT services and will not be used for profiling or automated decision-making. Data is stored for 1 year unless you consent to further use.