Infrastructure Engineer

About the role

Are you an experienced 3rd Line IT Engineer with a background in an MSP environment, looking to take the next step in your technical career? Join a collaborative team of nine where you'll have the opportunity to deepen your expertise and work on complex infrastructures. Key Responsibilities Advanced Technical Support Provide Tier 4 escalation support to the Service Desk, diagnosing and resolving complex infrastructure issues Identify root causes, evaluate solutions, and implement robust, long-term fixes Ensure issues are fully resolved with no downstream impact Analyse trends and recurring incidents, implementing preventative measures Infrastructure & Cloud Management Monitor, manage, and optimise cloud platforms and customer environments to meet SLAs across capacity, consumption, availability, and performance Drive improvements in platform reliability, scalability, and security Deploy and maintain tools that enhance automation, monitoring, and efficiency in a multi-tenant environment Service & Operational Excellence Follow best practice processes for incident, problem, and change management Continuously improve service desk processes, tooling, and knowledge sharing Contribute to operational efficiency through standardisation and automation Customer Engagement Act as a technical escalation point for customers, ensuring a professional and high-quality experience Build strong relationships through clear communication and technical expertise Ensure customer satisfaction through timely and effective resolution Documentation & Reporting Accurately log and manage incidents within the service management system Maintain clear documentation of fixes, processes, and time tracking Team Development & Mentoring Support and mentor Service Desk Analysts and Engineers Share knowledge to improve first-time fix rates and team capability Take ownership of your professional development, including certifications and ongoing learning Recruitment Process Telephone interview with the Recruitment Manager 30-minute Microsoft Teams interview with the Hiring Manager Online Thrive Assessment Final stage interview in our London Office Skills, Experience & Qualifications We're looking for a technically capable and proactive Infrastructure Engineer with a strong foundation in modern IT environments and customer-facing delivery. Holds at least one certification in Microsoft Azure, Microsoft 365, or server technologies Minimum of 3 years' experience in IT support, including experience within a managed service provider (MSP) environment Hands-on experience working within an ITIL-aligned service environment Strong virtualisation experience, including VMware and vSphere, with the ability to build and deploy virtual servers from the ground up in live environments Experience managing Microsoft Exchange (both Online and on-premises environments) 23 days annual leave plus your birthday off, because your time matters BUPA Cash Plan to support your health and wellbeing 50 percent flexible working, giving you real balance and autonomy Work from home allowance to help cover your home office costs Two paid charity days each year, so you can give back to causes you care about Fully funded training and professional development to support your long-term career growth Three company social events per year, designed to connect, celebrate and have fun as a team

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Company Intel

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