Information Technology Infrastructure Analyst

The IT Infrastructure Analyst II is a mid-level support role within the IT Infrastructure team, responsible for supporting the deployment, maintenance, and troubleshooting of core infrastructure, whilst delivering first-class customer support. This position is ideal for those with 1-3 years’ experience in an enterprise IT environment. The role will primarily focus on customer support and assisting infrastructure engineers with project work and day-to-day operations, contributing to a secure, reliable, and high-performing infrastructure environment. Candidates will gain exposure to user endpoints, virtual machines, NAS and cloud-based storage, cloud platforms, identity and directory services, backup and recovery, and infrastructure monitoring tools while developing technical and professional skills. The role also offers cross-functional exposure with Network Services, Applications, and Operational teams, giving the candidate an opportunity to gain experience in LAN/WAN, security, SQL, AI, and development environments.

Role and Responsibilities Infrastructure Support & Operations Support end users, sites, and operations through service desk toolset, ensuring customer service is a priority Report service desk metrics to leadership on a recurring basis, identifying opportunities for improvement via methods such as pareto Assist in the configuration and maintenance of systems, applications, and tooling Support day-to-day infrastructure operations, including monitoring performance, preventive maintenance, and responding to issues Help troubleshoot basic VM, storage, cloud, identity, security, and performance problems under guidance from senior engineers Assist with access and configuration changes following established procedures Project Support Support infrastructure deployment activities for site implementations and upgrades, including Unifi Access/Protect, on-premise servers/storage, endpoint deployment, and general go-live activities Assist with gathering requirements and documenting infrastructure configurations Participate in implementation activities including build, testing, and validation of infrastructure solutions Help create and maintain documentation for infrastructure builds and changes Monitoring & Maintenance Monitor and help to maintain infrastructure systems using standard tools (e.g., Zabbix, CATO, Crowdstrike, O365) and escalate issues as needed Assist with maintaining infrastructure documentation, diagrams, and inventory/asset records Help ensure systems align with company standards for security and performance Collaboration & Learning Work closely with infrastructure engineers, IT teams, and external vendors to support project delivery Engage in cross-functional activities with key teams (Network Services, Applications, Operational Technology) Participate in team meetings and contribute to problem-solving discussions Continuously develop technical knowledge through training, certifications, and hands-on experience Learn through exposure: support tickets, meetings, documentation, articles, senior team members, AI Have an appetite to push the boundaries with AI tools such as Claude, CoPilot, and Cursor Develop junior team members in a cross-functional capacity Experience: Bachelor’s degree in Computer Science, Information Technology, or a related field (or equivalent academic experience) Minimum 1 year in an enterprise support environment, with an emphasis on end-user support Understanding of infrastructure concepts including Windows and Linux server operating system Virtualization fundamentals (e.g., VMware, Hyper-V) Office 365 and Azure/Entra experience essential OSI model fundamentals Security fundamentals including conceptual understanding of firewalls, EDR, vulnerabilities Preferred Familiarity with Crowdstrike or similar EDR Familiarity with DNS, DHCP, NTP, SFTP, RDP Appropriate certifications from Microsoft, CompTIA, ISC2, or similar Familiarity with security concepts and best practice including firewalls, policy, email filtering, web filter Experience deploying physical and virtual server and storage infrastructure Experience with file shares Experience with AI tools (Cursor, Claude preferred) Skills & Competencies Eagerness to learn and grow in a technical environment Strong attention to detail and problem-solving ability Strong focus on SLA’s and customer service Ability to follow processes and work under guidance Effective communication with both technical and non-technical team members Organizational and time management skill Strong willingness to learn and develop technical skills Strong troubleshooting and analytical skills Strong communication and teamwork skills Ability to work independently and maintain own workload Skills & Competencies You will predominately work from home with ‘in-office collaboration’ periods in Hinckley (currently 8 weeks per year) Occasional lifting of light equipment (up to 15 kgs) May require limited travel to sites in UK and Europe Occasional off-hours work may be required to support deployments, projects, and maintenance On-call rota based on ability to support the business