As a Senior IT Infrastructure Engineer, you will report directly to the Senior IT Manager. You will be responsible for providing customer-facing support, managing IT projects, maintaining the integrity and functionality of IT infrastructure systems, and ensuring adherence to IT security practices.

This role will require strong technical expertise in Microsoft Windows, Microsoft 365, Active Directory, Hyper-V, and End User Computing technologies, along with excellent communication and problem-solving skills. You will be working across multiple levels of support, including 1st, 2nd, and 3rd line, and will be responsible for addressing and resolving support requests by actioning service desk tickets.

Additionally, you will actively participate in IT projects originating from within the IT department or other areas of the business.

What You’ll Be Doing

• Provide exceptional customer support by promptly responding to and resolving IT infrastructure issues reported by clients across the group.
• Troubleshoot and resolve advanced hardware, software, and network-related problems in a timely manner, adhering to established service level agreements (SLAs).
• Collaborate with clients to understand their requirements and provide expert guidance on IT infrastructure solutions that align with their business objectives, while ensuring compliance with IT security practices.
• Install, configure, and maintain enterprise-level Microsoft Windows servers, Microsoft 365 applications, Active Directory, and Hyper-V virtualization environments, adhering to IT security best practices.
• Perform advanced system monitoring, maintenance, and performance tuning to ensure optimal performance, availability, and security of IT infrastructure systems.
• Lead the planning, implementation, and testing of complex IT infrastructure projects, such as server migrations or system upgrades, originating from within the IT department or other areas of the business, with a strong emphasis on maintaining and enforcing IT security practices.
• Manage assigned IT projects, including defining project scope, objectives, timelines, and deliverables, and ensure successful project execution, with a focus on security considerations.
• Provide end-user support for computing hardware, including Windows laptops, desktops, mobile devices, and other end-user devices.
• Create and manage documentation, including system configurations, technical procedures, project plans, and user guides, incorporating IT security guidelines and best practices.
• Collaborate with cross-functional teams to troubleshoot complex technical issues and provide expert resolutions, while maintaining the highest IT security standards.
• Stay updated on industry trends and advancements in IT infrastructure technologies and security practices, and proactively recommend improvements and strategies to enhance IT infrastructure operations.