Infrastructure Engineer

The Opportunity

Make a difference and advance your career by helping to deliver some of the UK's most important #tech4good projects, making the world a smarter, safer, greener, and healthier place. You'll join a talented team of dynamic and driven professional problem solvers; creative thinkers and solutions builders who thrive on helping clients meet the most exciting digital transformation challenges.

About Us

Founded in 1992, we are a successful, growing International digital transformation consultancy. We deliver multi-Queen's Award for innovation winning platforms and services that support large-scale digital transformation. Our digital, data and technology solutions are used by globally recognised public and private sector brands operating in a variety of sectors including Public Safety and Civil Defence, Healthcare, Sustainable Environment and Land Asset Management, Transport, and Digital Democracy. At a certified Great Place to Work you'll experience a dynamic and nurturing environment that rewards initiative and flexibility and enjoy a career path tailored to your own aspirations.

About The Role

We're looking for an Infrastructure Engineer to join our growing Corporate Technology Services (CTS) team, based in Altrincham. You will play a key role in supporting the ICT platforms and systems that underpin our global organisation, with the opportunity to shape and influence how our use of technology evolves, and improve the user experience that all staff have with our technology. You will also have the opportunity to progress into more senior and specialised roles in the future as the company and CTS team continues to grow.

Operating in a fast-paced environment, you'll be trusted to provide user-centred 1st and 2nd line Service Desk support to colleagues based in our offices across the UK, Australia, and Malaysia. You will work to ITIL, ISO 9001 (quality management), ISO 27001 (information security management), ISO 42001 (Artificial Intelligence management), and Cyber Essentials Plus standards, and also have the opportunity to support the delivery of larger-scale projects and improvement initiatives, such as evaluating, selecting, and onboarding new cloud-based platforms and systems to help the business scale. We are a people and quality-focused organisation, and so are looking for someone who combines strong technical expertise with a user-centred mindset, excellent interpersonal skills, and a meticulous eye for detail.

Requirements

• Provide professional, supportive, and timely 1st line logging, triage, investigation, and resolution of incidents, problems, and requests for stakeholders of all levels of seniority.
• Provide stakeholders with professional and proactive communications to keep them updated on the status of their incidents, problems, and requests.
• Perform 2nd line infrastructure health checks and proactive monitoring and maintenance of core platforms such as Operating Systems, email, and anti-virus etc.
• Perform 2nd line administration of key systems, including user accounts, email, networks, printers etc.
• Perform 2nd line ICT asset management, including the configuration, build, deployment, and maintenance of end-user devices such as laptops and smartphones.
• Apply ITIL, ISO 9001, ISO 27001, ISO 42001, and Cyber Essentials Plus best practices, including support for scheduled audits and the resolution of findings.
• Support the delivery of larger-scale infrastructure projects and improvement initiatives.

Essential skills and experience

• 2 to 4 years' experience providing 1st and 2nd line incident, problem, and request Service Desk support to defined Service Level Agreements.
• Excellent communication skills, with a user-centred mindset and the willingness, ability, and experience to collaborate with end users to resolve incidents, problems and requests.
• Experience managing and administering Microsoft Azure cloud and desktop technologies, including Office 365, Entra ID, Exchange Online, Intune, Defender, Purview, Windows Server, and Windows 11.
• Excellent analysis, work planning, time management, and attention to detail.
• Ability to work calmly under pressure and to deadlines with a clear sense of priority.
• Willingness and ability to be primarily office-based to be close to end users.
• Willingness and ability to travel to UK sites in London, Edinburgh and Leeds.

Desirable skills and experience

• Experience managing 1st and 2nd line support using Jira Service Desk.
• Experience administering Fortinet technologies (firewalls, switch, Wi-Fi controllers etc).
• Awareness and understanding of hybrid cloud and on premises (on 1 2).

Key abilities that are necessary for success

• A user-centred mindset that allows you to improve the user experience that all staff have with our technology, and to build and maintain positive working relationships.
• Are motivated by providing professional, supportive, and timely support to colleagues as much as technology and engineering.
• Able to work effectively in fast-paced envi