Infrastructure Technician
Location: Basingstoke (On‑site), shift‑based role.
As an Infrastructure Technician you will support critical IT services within a highly secure environment. Your work will involve proactively monitoring infrastructure systems, performing daily health checks, logging, prioritising and resolving incidents and service requests within SLAs, troubleshooting Linux‑based issues, managing user accounts and communicating effectively with end users.
Responsibilities
- Act as the first point of contact for IT support queries via phone, email or ticketing system.
- Perform daily health checks and proactive infrastructure monitoring.
- Log, prioritise and resolve incidents and service requests in line with SLAs.
- Troubleshoot issues across a Linux environment.
- Manage user accounts, passwords and permissions.
- Escalate complex or high‑impact issues to 3rd Line or specialist support teams.
- Provide clear communication and excellent customer service to end users.
- Maintain accurate records and documentation within the IT Service Management tool.
- Contribute to process improvement and knowledge sharing across the team.
Qualifications
- Previous experience in a 1st Line / Service Desk / Helpdesk support role.
- Strong communication and customer service skills, both written and verbal.
- Working knowledge of Linux or Windows environments.
- Familiarity with ITSM or ticketing tools such as ServiceNow or Remedy.
- A proactive, problem‑solving mindset with strong attention to detail.
- Ability to work effectively within a secure, process‑driven environment.
- Willingness and eligibility to undergo security clearance.
Working Hours
This is a 24/7 shift‑based role operating on a rolling 4‑on / 4‑off shift pattern, alternating between day and night shifts. Shifts last 10.5 hours and average 37 hours per week. Start times may vary based on operational requirements and will rotate as directed by the shift manager.
Benefits
- 26 days annual leave plus public holidays (3 flexible).
- Pension – double matching contributions of up to 10%.
- Life assurance.
- Companywide incentive plans.
- Flexible benefits such as increased holidays, travel, dental, critical illness and more.
- Employee discounts at work.
- Employee assistance programme/virtual GP.
- Work Your Way: flexible working available from day 1 of joining.
We are a Disability Confident Employer and will offer an interview to disabled applicants who meet the minimum/essential criteria for the role.
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