IT Support and Infrastructure Engineer

Person overview

We are looking for an ambitious IT support professional who is ready to progress beyond a traditional first\-line position and develop broader infrastructure, systems administration and IT security skills.

The ideal candidate will already be confident supporting users, computers, printers and common business applications. They will have experience managing support tickets, performing routine account administration and investigating technical problems methodically.

Previous experience with every part of our infrastructure is not required. Training and support will be provided across virtualisation, server administration, endpoint management, patching, cloud administration and security operations.

We are primarily looking for someone dependable and technically curious who takes ownership, communicates clearly and wants to understand why problems happen—not simply close tickets as quickly as possible.

Role overview

The IT Support \& Infrastructure Engineer will help maintain the reliable and secure day\-to\-day operation of the company’s IT environment.

The role combines hands\-on user and hardware support with systems administration, endpoint management, infrastructure monitoring, IT security and service\-desk coordination.

Initially, the successful candidate will take ownership of routine support and operational work under the guidance of the Head of IT. As their knowledge and experience develop, they will be given increasing responsibility for infrastructure maintenance, patch management, systems administration and technical improvements.

Key responsibilities

IT support and service operations

• Monitor, prioritise and manage the daily IT support queue.


• Investigate and resolve incidents and service requests.


• Keep users informed about the progress of their requests.


• Maintain clear and accurate diagnostic and resolution notes.


• Take ownership of issues through to resolution or appropriate escalation.


• Identify recurring incidents and help investigate their underlying causes.


• Liaise with suppliers and external support providers when required.


• Help maintain internal procedures, technical documentation and user guidance.

Hardware and end\-user computing

• Configure, deploy and support desktop computers, laptops and peripherals.


• Diagnose hardware, operating system and application problems.


• Support office, warehouse and operational printing equipment.


• Prepare equipment and access for new starters.


• Process equipment and account changes for employees moving roles.


• Recover equipment and remove access when employees leave.


• Maintain accurate equipment, allocation and warranty records.


• Assist with equipment replacement and secure disposal.

User and access administration

• Create and maintain user accounts, groups and access permissions.


• Administer accounts within on\-premises and cloud\-based business systems.


• Apply approved role\-based access and least\-privilege principles.


• Assist with regular access, licence and inactive\-account reviews.


• Support multifactor authentication and account\-security processes.


• Escalate unusual access requests or potential security concerns.

Endpoint management and patching

• Review endpoint health, update status and security compliance.


• Deploy approved operating system and application updates.


• Investigate failed installations and non\-compliant devices.


• Help ensure security updates are applied within required timescales.


• Maintain accurate patching and remediation records.


• Assist with software deployment, device configuration and policy enforcement.


• Escalate significant vulnerabilities or repeated update failures.

Infrastructure operations

• Perform routine checks on servers, virtual machines, storage and supporting services.


• Monitor infrastructure health, availability and capacity.


• Assist with creating, configuring and maintaining virtual machines.


• Carry out approved routine maintenance under the guidance of the Hed of IT.


• Review backup results and investigate or escalate failures.


• Help maintain infrastructure documentation and operational checklists.


• Escalate availability, capacity, resilience and performance concerns promptly.

IT security

• Review routine endpoint, identity and infrastructure security alerts.


• Assist with investigating suspicious activity.


• Support vulnerability remediation and secure configuration work.


• Help maintain appropriate access controls and security policies.


• Assist with audit preparation and the collection of compliance evidence.


• Support security\-awareness and device\-security processes.


• Follow established incident and change\-management procedures.


• Immediately escalate suspected security incidents to the Head of IT.

Essential experience and skills

• Previous commercial experience in a service\-desk, desktop\-support or mixed IT support role.


• Strong desktop and laptop troubleshooting skills.


• Experience supporting printers and other user peripherals.


• Basic experience administering user accounts, groups and permissions.


• Experience working with a ticket\-management or service\-management system.


• Some understanding of endpoint patching and software deployment.


• A working understanding of IP addressing, name resolution, automatic network configuration and general connectivity troubleshooting.


• Basic practical Linux administration, including the command line, secure remote access, services, logs, permissions, storage and routine updates.


• Awareness of multifactor authentication, least privilege, phishing, malware and secure account management.


• Ability to investigate problems logically and record the steps taken.


• Clear written and verbal communication skills.


• Ability to prioritise work and recognise when an issue should be escalated.

Desirable experience

• Exposure to server operating systems and administration.


• Exposure to virtualisation platforms or virtual machines.


• Experience with endpoint\-management, monitoring or patching platforms.


• Experience administering a cloud\-based productivity and identity environment.


• Administration of a Debian\-based or another mainstream Linux distribution.


• Familiarity with backup monitoring and basic recovery processes.


• Understanding of network segmentation, wireless networks, firewalls and remote connectivity.


• Experience supporting specialist, warehouse, label or production printers.


• Exposure to vulnerability management, security frameworks or compliance audits.


• Experience working in a manufacturing, warehouse, e\-commerce or similarly operational business.


• Relevant technical training or certifications.

Direct experience with our particular platforms is not required where the candidate can demonstrate strong technical fundamentals and the ability to learn.

Personal qualities

• Dependable, organised and conscientious.


• Friendly and approachable when supporting users.


• Calm and methodical when dealing with faults or incidents.


• Curious about technology and motivated to develop.


• Willing to take responsibility and follow an issue through.


• Able to follow technical procedures without becoming overly dependent upon them.


• Security\-conscious and careful when handling access or sensitive information.


• Honest about the limits of their knowledge and confident enough to ask for assistance.


• Interested in identifying root causes and improving how IT services are delivered.

Development opportunity

This role offers a clear progression route for someone ready to move beyond first\-line IT support.

The successful candidate will receive practical exposure to infrastructure monitoring, virtualisation, server administration, endpoint management, patching, identity administration, backups and cybersecurity.

As their capability develops, they will take increasing ownership of routine infrastructure operations and progress towards greater technical responsibility and independence.

Measures of success

Success in the role will include:

• Support requests being prioritised and progressed consistently.


• Users receiving clear and timely updates.


• Routine incidents being resolved without unnecessary escalation.


• Technical work being documented accurately.


• Devices remaining securely configured and appropriately patched.


• User access being administered accurately and promptly.


• Infrastructure or security concerns being identified and escalated early.

Please note that this role is site based and not remote

• Recurring problems being recognised and reduced.


• Clear evidence of growing technical knowledge and independent responsibility.

Job Types: Permanent, Full\-time

Pay: £30,000\.00\-£36,000\.00 per year

Benefits:

• Free parking


• On\-site parking

Experience:

• Technical support: 2 years (preferred)

Work Location: In person

This listing is from Indeed. View original listing ↗