Infrastructure & Network Support Engineer

Microsoft & Cloud Services

• Support Microsoft 365 administration.
• Support Microsoft Entra ID and identity-related services.
• Administer user, group and access permissions where appropriate.
• Support Microsoft Intune and endpoint management.
• Assist with device compliance, configuration and deployment.
• Troubleshoot Microsoft cloud services and authentication issues.
• Support SaaS applications and integrations used by the business.
• Assist with improving identity, device and access management processes.

IT Support & Escalation

• Provide second and third-line technical support across the business.
• Act as an escalation point for complex issues that cannot be resolved at first line.
• Investigate hardware, software, infrastructure, account and connectivity issues.
• Take ownership of assigned incidents through to resolution.
• Support laptops, desktops, mobile devices and associated peripherals where required.
• Provide guidance and technical support to more junior members of the IT team.
• Escalate appropriately where specialist supplier or vendor support is required.
• Work with suppliers and third parties to resolve technical issues.
• Ensure technical resolutions and troubleshooting steps are documented clearly.

Cyber Security

• Follow and promote company cybersecurity policies and procedures.
• Work closely with the Cyber Security & IT Lead on security improvements and remediation activities.
• Assist with vulnerability remediation across servers, endpoints and infrastructure.
• Investigate security alerts and suspicious technical activity.
• Support endpoint and infrastructure security controls.
• Assist with patching and remediation of identified vulnerabilities.
• Identify insecure configurations or practices and recommend improvements.
• Ensure security is considered when making infrastructure and network changes.
• Support implementation of least privilege and appropriate access controls.
• Assist with evidence gathering and technical actions relating to security investigations where required.

Monitoring & Maintenance

• Monitor infrastructure, network and backup systems.
• Review alerts and investigate failures or unusual behaviour.
• Ensure routine maintenance tasks are completed.
• Identify recurring technical issues and recommend permanent resolutions.
• Support patch management across infrastructure and endpoints.
• Help maintain availability and reliability of core IT services.
• Identify opportunities to improve monitoring and alerting.
• Assist with automating repetitive operational tasks where appropriate.

Documentation & Process

• Create and maintain clear technical documentation.
• Maintain network diagrams, infrastructure records and system documentation.
• Document common issues, troubleshooting steps and technical resolutions.
• Maintain backup and recovery documentation.
• Follow established change management and security processes.
• Contribute to the development of IT standards and procedures.
• Identify opportunities to improve, standardise or automate existing processes.
• Ensure changes are appropriately documented and communicated.
• Support development of the internal IT knowledge base.

Skills, Knowledge & Expertise

The successful candidate should have practical experience working in an IT support or infrastructure environment and be comfortable taking responsibility for technical systems and issues.

You should:

• Have experience supporting Windows environments.
• Have a good understanding of computer networking.
• Understand TCP/IP, IP addressing, subnetting, gateways, DNS and DHCP.
• Have experience troubleshooting wired and wireless networks.
• Be comfortable investigating server and infrastructure issues.
• Have experience providing second-line or higher technical support.
• Be able to investigate unfamiliar problems methodically.
• Take ownership of technical issues rather than immediately escalating them.
• Understand when escalation is appropriate.
• Be able to communicate clearly with technical and non-technical users.
• Be comfortable documenting technical work and explaining resolutions.
• Have good attention to detail.
• Understand the importance of security when administering systems.
• Be willing to continue developing technical knowledge.

Desirable Knowledge & Experience

The following would be beneficial:

• Windows Server administration.
• Active Directory.
• Microsoft Entra ID.
• Microsoft 365 administration.
• Microsoft Intune.
• Microsoft Azure infrastructure and administration.
• Cloud virtual machines, storage and networking.
• Hybrid cloud and on-premises environments.
• Cloud monitoring, backup and recovery.
• Virtualisation technologies.
• Backup platforms and recovery procedures.
• Network switches and wireless access points.
• VLANs and network segmentation.
• Firewalls.
• VPNs.
• Network monitoring tools.
• Endpoint management platforms.
• PowerShell or another scripting language.
• Linux administration.
• Cybersecurity tooling and vulnerability management.
• Patch management.
• Experience working with third-party vendors and support providers.
• Experience contributing to infrastructure or network projects.
• Relevant certifications such as Microsoft, CompTIA, Cisco or equivalent are useful, although practical experience and technical ability are equally important.

The Kind of Person We Want

We are looking for someone who takes ownership of problems and wants to understand why something has happened rather than simply applying a temporary fix.

You should be comfortable independently investigating issues, researching unfamiliar technologies and working through problems methodically.

You should also be willing to challenge existing processes where there is a better, more secure or more reliable way of doing something.

Security should form part of your normal technical decision-making. If a configuration appears insecure, unusual or does not make technical sense, we expect you to question it.

You should be approachable and willing to support both users and more junior members of the IT team, while being capable of working independently when required.