Infrastructure Support Engineer/3rd Line Support

This role handles incident and service request tickets throughout their lifecycle, whether logged by staff, requiring IT assistance, or through monitoring systems. Responsibilities include responding to scheduled maintenance tasks such as patching, Intune, Defender, 365 backups, printer management, and network monitoring.

The Infrastructure Support Engineer must be knowledgeable about the company's technologies and adaptable to system changes or migrations. Security awareness is crucial due to potential threats from staff activities or changes. Participation in project activities and assistance with change and migration work will also form a key part of this role due to the speed the company is evolving.

Duties and Responsibilities:

Working with the service desk system to resolve IT tickets promptly by responding to staff and assisting with their issues.

Providing support for Microsoft core 365 applications on Windows 11, including SharePoint, OneDrive, Teams, Outlook, Forms, Power Automate, and Power BI.

Offering support for WAN, LAN, and Wi-Fi networks with an emphasis on security.

Regularly reviewing and investigating alerts in systems such as Defender, Intune, other cloud-based RMM systems.

Reviewing Mimecast spam filters and adjusting configurations as required for blacklists, whitelistsetc.

Administering the cloud-based telephony system.

Updating the Asset database and Knowledgebase documentation when performing any installation or reconfiguration tasks to ensure the ongoing supportability of all systems across the team.

Keeping staff and stakeholders informed of any issues they have reported, and ensuring everyone is adequately notified of impending planned changes or outages.

Onboarding new staff, processing leavers, and executing change of role service requests to ensure that access to systems is controlled in a time-sensitive manner.

Gathering information and specifications from various departments to assist with project planning.

Participating in projects to migrate or consolidate systems and training staff on necessary changes.

What we are looking for:

Experience supporting Azure Entra and Microsoft 365 environments.

Proficient in supporting Windows 10 and 11 with Microsoft Office.

Supporting Firewalls and managing secure environments.

Experience supporting and configuring CRM/ ERP type systems.

Knowledge of supporting and configuration for LAN/WAN/Wi-Fi networks.

Experienced in supporting SharePoint Online.

Excited in all things IT and eager to take on new challenges.

Experienced in supporting business-wide applications such as print management and telephony systems.

Excellent interpersonal skills including a good telephone manner, clear communication, and active listening.

Uses various methods to diagnose and resolve technical issues.

Capable of multitasking and adapting to changes quickly.

Can take responsibility for new systems and maintain up-to-date documentation.

Willing to train both technical and non-technical staff on new systems or configuration changes.

Highly customer-focused and keeps stakeholders informed in a timely, responsive way.

Aware of the basic principles of GDPR, and regulatory frameworks and how they can impact IT provision.

If you are interested in finding out more about this role, please send your CV.

Please note this role will be a hybrid role.

NO AGENCIES