IT Infrastructure Engineer

Job summary

The IT Infrastructure Engineer will provide infrastructure support and delivery services to users and supported sites across the United Kingdom and Ireland. This role involves the implementation, support, and maintenance of end-user compute services and associated infrastructure, working collaboratively with IT Infrastructure teams. The engineer will also deliver services across multiple supported sites as part of the UK and Ireland IT Infrastructure team.

Benefits

Qualifications

• Strong working knowledge of end user computer environments, including supported versions of Microsoft Windows and common enterprise applications.
• Practical understanding of Active Directory concepts such as user and computer objects, basic Group Policy and authentication.
• Working awareness of networking, storage and backup concepts sufficient to liaise effectively with specialist teams.
• Proven ability to diagnose and resolve end user hardware and software issues.
• Experience using ticketing systems to manage Incidents, Requests and Changes.
• Ability to follow, apply and contribute to technical documentation and SOPs.
• Strong communication skills, including the ability to explain technical concepts to non-technical users.
• Sound judgement in recognising when to escalate or seek additional expertise.
• Able to exercise sound technical judgement under pressure, including making pragmatic decisions to protect service and reduce risk when immediate escalation is not available.
• Ability to build trust with users and colleagues through calm, professional and empathetic interactions.
• Committed to delivering work in line with agreed standards, best practices and risk controls, even where this requires careful planning or managed delays.
• Experience working to KPIs, SLAs and agreed service standards.
• Full UK driving licence.

Responsibilities

• Provide desk-side and remote IT support to users across supported sites, diagnosing and resolving hardware, software and connectivity issues in line with agreed service standards.
• Provide local technical support for IT Infrastructure equipment and services, including end user devices, servers, VoIP telephony and network infrastructure, working within defined scope and procedures.
• Install, configure and maintain end user devices and associated equipment (including PCs, laptops, peripherals and mobile devices) in accordance with Company standards and procedures.
• Support the full lifecycle of end user compute services, including device provisioning, replacement, fault resolution and secure decommissioning.
• Support the management of end user device assets.
• Deliver a consistently high standard of internal and external customer service, maintaining a professional and user-focused approach at all times.
• Maintain a working understanding of adjacent infrastructure domains (e.g. servers, networks, voice services) sufficient to collaborate effectively with specialist teams and support local delivery activities.
• Provide deeper technical support and resolution for specialist or isolated environments.
• Log, manage and progress Incidents and Service Requests in line with agreed KPIs and SLAs, ensuring accurate updates, timely resolution and appropriate escalation.
• Raise and implement Change Requests in accordance with change management processes.
• Create, maintain and update technical and operational documentation, including SOPs, FAQs and site documentation, to support consistent service delivery and effective remote support.
• Contribute to the identification of improvement opportunities.
• Undertake work at sites in both the United Kingdom and Ireland.
• Participate in on-site and off-site support coverage, including shift rotation, occasional evening or weekend work, and on-call or standby arrangements where required.
• Undertake developmental training as required in line with Company standards and role requirements.

Skills

Work schedule

Travel

Industry

Relocation