Matchtech
Infrastructure Support Specialist
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2nd Line Support Engineer
Job Overview
We are seeking an experienced and highly motivated 2nd Line Support Engineer to join our IT Operations team. The successful candidate will provide advanced technical support across server, desktop, networking, virtualisation, cloud, and identity management technologies. This role requires strong troubleshooting skills, a proactive approach to problem resolution, and the ability to work effectively both independently and collaboratively within a fast-paced environment.
Key Responsibilities
- Provide 2nd line technical support for infrastructure, server, desktop, cloud, and networking technologies.
- Investigate, diagnose, and resolve escalated incidents and service requests within agreed service levels.
- Manage and support Windows Server and Windows Desktop environments.
- Administer and support Microsoft Azure cloud services and hybrid infrastructure environments.
- Troubleshoot and maintain networking components including switches, routers, firewalls, VPNs, and wireless technologies.
- Support virtualisation platforms and associated infrastructure services.
- Administer Identity and Access Management solutions, including Active Directory, Azure Active Directory (Microsoft Entra ID), group policies, and access controls.
- Monitor infrastructure performance and proactively identify potential issues before they impact business operations.
- Develop and maintain automation scripts to improve operational efficiency and service delivery.
- Document technical procedures, solutions, and knowledge base articles.
- Collaborate with 1st Line Support, 3rd Line Engineers, Project Teams, and external vendors to resolve complex technical issues.
- Participate in system maintenance activities, upgrades, patching, and change management processes.
- Contribute to continuous service improvement initiatives and technology enhancements.
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Essential Skills & Experience
- Minimum 4 years' experience in an IT Support, Infrastructure Support, or Systems Administration role.
- Strong knowledge of:
- Windows Server environments
- Windows Desktop operating systems
- Microsoft Azure cloud services
- Active Directory and Microsoft Entra ID
- Experience supporting:
- Networking technologies
- Virtualisation platforms
- Cloud infrastructure services
- Identity and Access Management solutions
- Proficiency in infrastructure automation and scripting using technologies such as PowerShell or similar tools.
- Strong diagnostic and problem-solving abilities with a methodical approach to troubleshooting.
- Excellent verbal and written communication skills.
- Ability to manage multiple priorities and work effectively under pressure.
- Strong attention to detail and commitment to service excellence.
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Desirable Skills
- Knowledge of Microsoft 365 administration and security services.
- Experience with backup, monitoring, and disaster recovery solutions.
- Familiarity with ITIL principles and service management frameworks.
- Relevant Microsoft, Azure, networking, or virtualisation certifications.
Personal Attributes
- Self-motivated with the ability to work independently.
- Strong team player who collaborates effectively across technical and business teams.
- Professional, customer-focused, and service-oriented approach.
- Adaptable and eager to learn new technologies.
- Demonstrates ownership and accountability for resolving technical issues.
Qualifications
- Degree, diploma, or equivalent experience in Information Technology, Computer Science, or a related discipline preferred.
- Relevant industry certifications are advantageous.
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