- Salary
- £50k – £58k/yr
- Location
- UK
- Type
- Full-time
- Department
- Engineering
Description
Infrastructure & Network Support Engineer
Department: IT
Employment Type: Full Time
Location: UK
Reporting To: Ed Haynes
Compensation: £50,000 - £58,000 / year
Description
We are looking for an experienced Infrastructure & Network Support Engineer to join our IT team in Telford.
This role is intended for someone with practical experience across IT infrastructure, cloud infrastructure, networking, servers, backups and end-user support who is comfortable taking ownership of technical issues and working independently.
The successful candidate will provide second and third-line support, maintain core on-premises and cloud infrastructure services and act as an escalation point for more complex technical issues. They will work closely with the Cyber Security & IT Lead and wider IT team to maintain secure, reliable and well-documented systems.
This is not intended to be purely a desktop support role. The successful candidate should be comfortable investigating infrastructure issues, identifying root causes and taking responsibility for seeing technical problems through to resolution.
A strong security mindset is important. Changes should be made with consideration for availability, security, resilience and business impact.
A strong security mindset is important. Changes should be made with consideration for availability, security, resilience and business impact.
Key Responsibilities
Infrastructure Support
- Administer and maintain Windows Server environments.
- Monitor server availability, performance and capacity.
- Investigate and resolve server-related faults and service issues.
- Support virtualised environments and associated infrastructure.
- Maintain file servers, shared resources and access permissions.
- Perform routine server maintenance and patching.
- Monitor infrastructure health and proactively investigate emerging issues.
- Support the deployment, configuration and maintenance of infrastructure systems.
- Maintain accurate infrastructure documentation.
- Assist with infrastructure upgrades, migrations and improvement projects.
Backup & Recovery
- Take ownership of day-to-day backup monitoring.
- Investigate and resolve failed or incomplete backup jobs.
- Ensure backup alerts are reviewed and acted upon.
- Perform and document test restores.
- Support file, server and application recovery where required.
- Maintain clear documentation covering backup and recovery procedures.
- Identify gaps or weaknesses in backup coverage and escalate these appropriately.
- Support disaster recovery and business continuity activities.
- Help ensure backup systems remain secure, reliable and appropriately monitored.
Networking
- Support and maintain wired and wireless network infrastructure.
- Investigate and resolve network connectivity and performance issues.
- Administer switches, wireless access points and other network devices.
- Support VLANs, IP addressing, DHCP, DNS and network segmentation.
- Troubleshoot routing, switching and connectivity issues.
- Support firewall and VPN troubleshooting where required.
- Monitor network availability, performance and security.
- Investigate unusual network activity and unexpected devices.
- Assist with the deployment and configuration of new network equipment.
- Maintain accurate network diagrams and configuration documentation.
- Support network improvement and modernisation projects.
Cloud Infrastructure
- Support and maintain cloud infrastructure services used by the organisation.
- Assist with the administration and monitoring of Microsoft Azure and associated cloud services where applicable.
- Support cloud-hosted virtual machines, storage, networking and related infrastructure services.
- Investigate and resolve cloud infrastructure availability, connectivity, performance and access issues.
- Support cloud networking, including virtual networks, subnets, routing, DNS and secure connectivity between cloud and on-premises environments.
- Assist with identity and access controls for cloud services, including role-based access and least-privilege principles.
- Monitor cloud resources for health, capacity, security and configuration issues.
- Support backup, recovery and resilience requirements for cloud-hosted systems and services.
- Assist with cloud infrastructure migrations, deployments and improvement projects.
- Maintain accurate documentation of cloud infrastructure, configurations and dependencies.
- Identify opportunities to improve the security, reliability, standardisation and cost-efficiency of cloud services.
Microsoft & Cloud Services
- Support Microsoft 365 administration.
- Support Microsoft Entra ID and identity-related services.
- Administer user, group and access permissions where appropriate.
- Support Microsoft Intune and endpoint management.
- Assist with device compliance, configuration and deployment.
- Troubleshoot Microsoft cloud services and authentication issues.
- Support SaaS applications and integrations used by the business.
- Assist with improving identity, device and access management processes.
IT Support & Escalation
- Provide second and third-line technical support across the business.
- Act as an escalation point for complex issues that cannot be resolved at first line.
- Investigate hardware, software, infrastructure, account and connectivity issues.
- Take ownership of assigned incidents through to resolution.
- Support laptops, desktops, mobile devices and associated peripherals where required.
- Provide guidance and technical support to more junior members of the IT team.
- Escalate appropriately where specialist supplier or vendor support is required.
- Work with suppliers and third parties to resolve technical issues.
- Ensure technical resolutions and troubleshooting steps are documented clearly.
Cyber Security
- Follow and promote company cybersecurity policies and procedures.
- Work closely with the Cyber Security & IT Lead on security improvements and remediation activities.
- Assist with vulnerability remediation across servers, endpoints and infrastructure.
- Investigate security alerts and suspicious technical activity.
- Support endpoint and infrastructure security controls.
- Assist with patching and remediation of identified vulnerabilities.
- Identify insecure configurations or practices and recommend improvements.
- Ensure security is considered when making infrastructure and network changes.
- Support implementation of least privilege and appropriate access controls.
- Assist with evidence gathering and technical actions relating to security investigations where required.
Monitoring & Maintenance
- Monitor infrastructure, network and backup systems.
- Review alerts and investigate failures or unusual behaviour.
- Ensure routine maintenance tasks are completed.
- Identify recurring technical issues and recommend permanent resolutions.
- Support patch management across infrastructure and endpoints.
- Help maintain availability and reliability of core IT services.
- Identify opportunities to improve monitoring and alerting.
- Assist with automating repetitive operational tasks where appropriate.
Documentation & Process
- Create and maintain clear technical documentation.
- Maintain network diagrams, infrastructure records and system documentation.
- Document common issues, troubleshooting steps and technical resolutions.
- Maintain backup and recovery documentation.
- Follow established change management and security processes.
- Contribute to the development of IT standards and procedures.
- Identify opportunities to improve, standardise or automate existing processes.
- Ensure changes are appropriately documented and communicated.
- Support development of the internal IT knowledge base.
Skills, Knowledge & Expertise
The successful candidate should have practical experience working in an IT support or infrastructure environment and be comfortable taking responsibility for technical systems and issues.
You should:
- Have experience supporting Windows environments.
- Have a good understanding of computer networking.
- Understand TCP/IP, IP addressing, subnetting, gateways, DNS and DHCP.
- Have experience troubleshooting wired and wireless networks.
- Be comfortable investigating server and infrastructure issues.
- Have experience providing second-line or higher technical support.
- Be able to investigate unfamiliar problems methodically.
- Take ownership of technical issues rather than immediately escalating them.
- Understand when escalation is appropriate.
- Be able to communicate clearly with technical and non-technical users.
- Be comfortable documenting technical work and explaining resolutions.
- Have good attention to detail.
- Understand the importance of security when administering systems.
- Be willing to continue developing technical knowledge.
Desirable Knowledge & Experience
The following would be beneficial:
- Windows Server administration.
- Active Directory.
- Microsoft Entra ID.
- Microsoft 365 administration.
- Microsoft Intune.
- Microsoft Azure infrastructure and administration.
- Cloud virtual machines, storage and networking.
- Hybrid cloud and on-premises environments.
- Cloud monitoring, backup and recovery.
- Virtualisation technologies.
- Backup platforms and recovery procedures.
- Network switches and wireless access points.
- VLANs and network segmentation.
- Firewalls.
- VPNs.
- Network monitoring tools.
- Endpoint management platforms.
- PowerShell or another scripting language.
- Linux administration.
- Cybersecurity tooling and vulnerability management.
- Patch management.
- Experience working with third-party vendors and support providers.
- Experience contributing to infrastructure or network projects.
Relevant certifications such as Microsoft, CompTIA, Cisco or equivalent are useful, although practical experience and technical ability are equally important.
The Kind of Person We Want
The Kind of Person We Want
We are looking for someone who takes ownership of problems and wants to understand why something has happened rather than simply applying a temporary fix.
You should be comfortable independently investigating issues, researching unfamiliar technologies and working through problems methodically.
You should also be willing to challenge existing processes where there is a better, more secure or more reliable way of doing something.
You should also be willing to challenge existing processes where there is a better, more secure or more reliable way of doing something.
Security should form part of your normal technical decision-making. If a configuration appears insecure, unusual or does not make technical sense, we expect you to question it.
You should be approachable and willing to support both users and more junior members of the IT team, while being capable of working independently when required.
Development
The role will provide opportunities to develop further across:
- Advanced networking
- Infrastructure architecture
- Microsoft cloud services
- Cloud infrastructure and hybrid environments
- Cybersecurity
- Automation and scripting
- Virtualisation
- Backup and disaster recovery
- Identity and access management
- Infrastructure monitoring
- Technical project delivery
The role may develop towards a Senior Infrastructure Engineer, Network Engineer, Infrastructure & Security Engineer or similar technical position as experience and responsibility increase.
Skills
AzureLinuxCybersecurityTCP/IPComplianceChange ManagementCompTIA
