Videndum is an international group principally serving customers in the "image capture and content creation" market. Videndum manufactures and distributes technically advanced products which give broadcasters, film studios, video production companies and independent content creators total confidence in the production equipment they depend upon to capture and share world class footage.

Our people are key to our future, and they are our number one priority. They make the difference not only by what they do, but by how they do it.

Role Summary:

To provide senior-level technical escalation support and infrastructure project delivery across the Videndum group. Acting as the primary escalation point for complex infrastructure and operational issues whilst also supporting Tier 1 and Tier 2 resolution, this role bridges day-to-day operational support with project delivery.

Work Location: Cartago, Costa Rica.

Your day-to-day might include:

Tier 1 – Tier 3 Support & Office Technical Leadership

• Act as the on-site technical lead for the local office, serving as the primary escalation point for unresolved local infrastructure issues while supporting broader EMEA and global environments.

• Demonstrate a "no task too small or too complex" mindset, seamlessly handling everything from day to-day Tier 1/2 desktop and infrastructure requests to deep Tier 3 systems troubleshooting.

• Diagnose and resolve incidents across the full technical stack, including server infrastructure, networking, identity, virtualization, and cloud environments.

• Own escalated incidents from initial intake through to final resolution, ensuring clear communication to local and global stakeholders and accurate documentation of root cause.

• Provide technical guidance, daily mentorship, and informal leadership to Tier 1 and Tier 2 engineers, actively driving knowledge transfer and capability development across the team.

• Maintain regional SLAs and contribute to continual service improvement by identifying recurring patterns in local issues and driving permanent, systemic fixes.

Infrastructure Project Delivery

• Contribute to infrastructure projects aligned to the One Digital Videndum programme, including datacentre consolidation, cloud migration, network consolidation, and identity unification

• Develop detailed technical designs, implementation plans, and rollback procedures for infrastructure change.

• Execute infrastructure deployments and migrations in line with the change management framework, ensuring minimal business disruption.

• Support the Active Directory and Azure Entra ID consolidation programme across the group.

• Contribute to the single identity provider workstream and end-user hardware refresh programme

• Work alongside security and operations teams to implement Zero Trust architecture components and network security improvements.

Operations and Standards

• Maintain and improve infrastructure documentation, runbooks, and standard operating procedures within the group documentation platform.

• Ensure infrastructure environments meet the group security baseline, including patch compliance, vulnerability remediation SLAs, and backup verification.

• Support Disaster Recovery testing and contribute to the ongoing development of the group BCP/DR framework.

• Participate in on-call and out-of-hours cover arrangements for critical infrastructure incidents as required.

• Contribute to the IT Operations Consolidation workstream — standardising toolsets, documentation, and operational practices across EMEA and global regions.

Stakeholder and Team Collaboration

• Work closely with the Infrastructure Manager, Security team, and Business Systems colleagues on cross-functional programmes.

• Liaise with third-party vendors and managed service providers on escalated technical issues and project delivery.

• Support the Hire to Develop model by mentoring junior engineers and contributing to their structured development plans.

• Provide clear technical input into architecture decisions and infrastructure planning forums.

Our Benefits:

• Competitive Pay  

• Asociación Solidarista

• Hybrid Working (Office Based Positions)

• Flexible Schedules

• 3 personal days per year

• Company Medical Clinic

• Private Medical Insurance and Dental Plan (Depending on Grade)

• Life Assurance

• Free On-Site Parking and EV Charging

• Subsidized Canteen

• And lots more! Visit our Videndum Careers for more information.

Our goal is to create a gender and culturally diverse workforce as we believe this is critical to our success. We are committed to attracting, developing, growing and retaining a diverse workforce. Talk to us about your flexible working aspirations - we're open to flexible hours to fit around family commitments.

What We’re Looking For:

• Proven experience in a senior infrastructure or Tier 3 support role within a multi-site, multi country environment.

• Strong expertise across Microsoft technologies — Windows Server, Active Directory / Entra ID, Microsoft 365, Exchange Online.

• Hands-on experience with virtualisation platforms (Nutanix and/or VMware/Hyper-V).

• Experience with cloud infrastructure, particularly Microsoft Azure — deployment, management, and cost governance.

• Networking fundamentals — TCP/IP, DNS, DHCP, VLANs, firewall rules — with practical troubleshooting experience.

• Familiarity with SD-WAN and SASE platforms (Cato Networks and/or Cisco Meraki desirable).

• Strong incident and problem management skills, with experience working within ITIL-aligned frameworks.

• Ability to produce clear technical documentation and present infrastructure topics to non-technical stakeholders.

• ESG as a key performance measure within our business. We are looking for individuals who share our commitment to supporting our environment, our communities, promoting diversity and operating ethically in everything we do.

• A willingness "no task too small or too complex" mindset, seamlessly handling everything from day-to-day Tier 1/2 desktop and infrastructure requests to Tier 3 troubleshooting.

Nice to Have:

• SharePoint knowledge.

• Good knowledge of IFS.

• Experience supporting or delivering infrastructure consolidation or migration programmes.

• Exposure to CrowdStrike, Check Point, or Darktrace security toolsets.

• Microsoft certifications (Azure Administrator AZ-104, MCSE, or equivalent).

• Experience in a manufacturing or multi-division corporate environment.

Education and Qualifications:

Bachelor's or Licentiate degree in Systems Engineering, Computer Engineering or related field.