Infrastructure Engineer

• Provide professional, supportive, and timely 1st line logging, triage, investigation, and resolution of incidents, problems, and requests for stakeholders of all levels of seniority. 

• Provide stakeholders with professional and proactive communications to keep them updated on the status of their incidents, problems, and requests. 

• Perform 2nd line infrastructure health checks and proactive monitoring and maintenance of core platforms such as Operating Systems, email, and anti-virus etc. 

• Perform 2nd line administration of key systems, including user accounts, email, networks, printers etc. 

• Perform 2nd line ICT asset management, including the configuration, build, deployment, and maintenance of end-user devices such as laptops and smartphones. 

• Apply ITIL, ISO 9001, ISO 27001, ISO 42001, and Cyber Essentials Plus best practices, including support for scheduled audits and the resolution of findings. 

• Support the delivery of larger-scale infrastructure projects and improvement initiatives. 
  

• 2 to 4 years' experience providing 1st and 2nd line incident, problem, and request Service Desk support to defined Service Level Agreements. 

• Excellent communication skills, with a user-centred mindset and the willingness, ability, and experience to collaborate with end users to resolve incidents, problems and requests. 

• Experience managing and administering Microsoft Azure cloud and desktop technologies, including Office 365, Entra ID, Exchange Online, Intune, Defender, Purview, Windows Server, and Windows 11. 

• Excellent analysis, work planning, time management, and attention to detail. 

• Ability to work calmly under pressure and to deadlines with a clear sense of priority. 

• Willingness and ability to be primarily office-based to be close to end users. 

• Willingness and ability to travel to UK sites in London, Edinburgh, and Leeds. 

• Experience managing 1st and 2nd line support using Jira Service Desk. 

• Experience administering Fortinet technologies (firewalls, switches, Wi-Fi controllers etc). 

• Awareness and understanding of hybrid cloud and on-premise infrastructure. 

• A user-centred mindset that allows you to improve the user experience that all staff have with our technology, and to build and maintain positive working relationships. 

• Are motivated by providing professional, supportive, and timely support to colleagues as much as technology and engineering. 

• Able to work effectively in fast-paced environments where you can adapt to change and uncertainty. 

• Ability to manage competing priorities and your time so that you can deliver high-quality work within deadlines. 

We are proud to nurture a workplace culture that is diverse, inclusive, rewarding, and egalitarian.

We strive to live up to our values of Innovation, Excellence, and Integrity by thinking about things differently, always doing our best, and acting in good faith at all times.

We’re a team of passionate problem solvers. We take pride in helping our clients accelerate and de-risk digital business change so that we can collaborate and codesign world class digital services that solve complex business and safety critical problems, particularly where place, location or geography are important.

Our workplace culture reflects how we go about our work, the type of work that we choose to do, and our commitment and contribution to the sustainable social, environmental, and economic development aims of the communities that we are part of.

We focus both on technical skills and equally importantly, on the cultural fit of prospective new colleagues. Our success relies on fostering an environment where creativity and collaboration produces great outcomes for our people, our clients, and our partners.