The purpose of the role is to provide reliable, professional and proactive IT support for the customer site, helping ensure that users, devices, applications and infrastructure services remain secure, available and well managed.
The role combines day-to-day technical support with infrastructure administration, documentation, monitoring, service improvement and support for wider change activity across the customers IT environment., monitoring, continuous improvement and support for larger change activities across the IT environment.
The IT Infrastructure Engineer will be a hands-on member of the customer IT function, supporting a broad technology environment across Microsoft cloud services, endpoint management, security controls, networking, applications and operational processes.
The role is suited to an experienced infrastructure or support engineer who is comfortable working across multiple technologies, taking ownership of tickets and tasks, and escalating specialist matters where required. The successful candidate should be organised, customer focused and able to communicate effectively with users, technical colleagues, vendors and stakeholders.
Microsoft Azure, Entra ID and Identity
- Support and administer Azure subscriptions, application registrations, service principals and related cloud administration tasks.
- Support Azure SSO registrations and enterprise application configuration.
- Administer Entra ID users, groups and access-related activities in line with agreed processes.
- Support emergency access and break-glass arrangements in line with agreed security controls.
- Assist with Azure cost management, subscription administration and service governance activities.
Microsoft 365, Endpoint and Security Administration
- Administer Microsoft 365 services including Exchange Online, SharePoint, Teams, Power Platform and related admin centres.
- Support Microsoft Intune administration, endpoint configuration, device management and application deployment activity.
- Support Conditional Access policies, ensuring changes are managed under agreed governance and approval processes.
- Monitor and support Microsoft Secure Score, Defender and Microsoft security centre activities, escalating risks and improvement opportunities where required.
- Support Microsoft Purview administration, including DLP and information protection activities where required.
Service Desk, Escalation and User Support
- Use ServiceNow to take ownership of tickets, maintain an accurate queue and ensure all support requests are logged, progressed and updated appropriately.
- Provide 1st to 3rd line technical support across the customer site environment, escalating specialist issues where required.
- Support user onboarding, access changes, application requests and line-of-business application queries.
- Identify recurring incidents, process gaps or avoidable manual activity and raise improvement opportunities.
- Support remote access tooling and administration processes, including TeamViewer where required.
Infrastructure, Networking and Security Operations
- Support, monitor and troubleshoot network infrastructure, wireless services and site connectivity.
- Support FortiGate firewalls, FortiCloud services and associated firewall administration activities.
- Support HPE Aruba wireless services and associated network administration tasks.
- Assist with network and application monitoring, including access to Microsoft Sentinel or other agreed monitoring platforms.
- Support external third parties during vulnerability scanning, penetration testing and related remediation activities.
Asset, Backup and Operational Management
- Maintain accurate asset records, including customer site equipment and remote office spare IT stock where applicable.
- Support backup configuration, monitoring and routine backup checks in line with agreed operational procedures.
- Install, maintain and support business software applications, hardware and systems.
- Support non-Microsoft product licensing, renewals and vendor coordination where required.
- Work with third-party vendors and service providers, including software, security, telecoms and infrastructure suppliers.
Documentation and Knowledge Management
- Create, maintain and update technical documentation, handover notes, knowledge articles and how-to guides.
- Ensure operational documentation is kept current and stored in the agreed knowledge base or documentation platform.
- Share knowledge with colleagues and support consistent operational processes across the customer site IT function.
Preferred Skills
- Good hands-on experience in an IT infrastructure, technical support or escalation role.
- Good working knowledge of Microsoft 365 administration, including Exchange Online, SharePoint, Teams and related admin centres.
- Hands-on experience with Azure and Entra ID administration, including users, groups, enterprise applications, SSO and application registrations.
- Experience administering or supporting Microsoft Intune, endpoint management and application deployment.
- Good understanding of Conditional Access, Microsoft Defender, Secure Score and common Microsoft security controls.
- Experience using ServiceNow or a comparable ITSM platform, with disciplined ticket ownership and queue management.
- Good troubleshooting skills across endpoints, applications, identity, networking and cloud services.
- Ability to create clear technical documentation and operational knowledge articles.
- Professional communication
Desirable Skills
- Experience with FortiGate firewalls, FortiCloud or similar firewall/security platforms.
- Experience with HPE Aruba wireless technologies or comparable enterprise wireless solutions.
- Exposure to Microsoft Sentinel, security monitoring, vulnerability management or penetration test remediation activities.
- Experience supporting Microsoft Purview, DLP or information protection controls.
- Experience managing IT assets, spare stock, software licensing or vendor renewals.
- Relevant Microsoft, Azure, Microsoft 365, security, networking or ITIL certifications.
- Experience working in a customer site, managed service, professional services or multi-stakeholder support environment.
- Ability to identify service improvement opportunities and help reduce recurring incidents or operational waste.