The Role
You'll become an integral part of the 3rd Line Support and Infrastructure team, providing advanced technical support across BAU operations as well as assisting with project-related technical activities.
You'll be responsible for resolving escalated technical issues, providing hands-on infrastructure support, and working alongside internal teams on a variety of initiatives including security, CRM, infrastructure, server migrations and end-user computing.
While the role is primarily focused on 3rd Line support rather than project delivery, you'll have the opportunity to contribute your technical expertise to a broad range of infrastructure and business initiatives.
The role offers a genuine mix of responsibilities, making it ideal for an engineer who enjoys troubleshooting, getting hands-on with technology and working across a variety of technical disciplines.
Key Responsibilities
- Provide 3rd Line technical and infrastructure support across the business.
- Troubleshoot and resolve complex technical issues escalated from 1st and 2nd Line support.
- Support ongoing infrastructure and migration projects from a technical support perspective.
- Assist with Identity & Access Management (IAM) related activities.
- Support server and platform migrations, including legacy infrastructure and on-premise file servers.
- Maintain and support Windows Server environments.
- Support networking infrastructure, including Fortinet and Cisco Meraki technologies.
- Provide administration and support for Microsoft 365, including Intune rollouts.
- Administer and support Okta environments.
- Support infrastructure, networking and end-user computing (EUC) environments.
- Work closely with internal IT teams to investigate and resolve complex technical incidents and service requests.
- Provide technical input and support for infrastructure and business projects where required.
- Operate within an ITIL-based support environment, participating in sprint-based work where required.
- Document solutions, troubleshooting steps and technical changes appropriately.
Essential Skills & Experience
- Proven experience working in a hands-on 3rd Line Support / Infrastructure Support Engineer role.
- Strong Windows Server administration experience.
- Good knowledge of Hyper-V administration.
- Experience supporting VMware environments.
- Networking experience with Fortinet and/or Cisco Meraki.
- Strong Microsoft 365 administration experience.
- Intune deployment and support experience.
- Okta administration experience.
- Experience supporting infrastructure, networking and EUC environments.
- Strong troubleshooting, analytical and problem-solving skills.
- Experience handling complex technical escalations from 1st and 2nd Line support teams.
- Previous experience working within an ITIL support framework.
- Comfortable working across multiple technical disciplines in a busy support environment.
Ideal Background
- We're keen to speak with engineers who have:
- A strong 3rd Line / infrastructure support engineering background.
- Experience working within Managed Service Providers (MSPs) or delivering infrastructure support through contract assignments.
- Experience supporting a broad range of infrastructure technologies rather than specialising in a single area.
- A proactive and collaborative approach to technical support.
- The ability to work independently on complex issues while collaborating effectively with wider IT teams.
- A hands-on approach and a willingness to get involved across different areas of the infrastructure and support environment.