About the role:
We are seeking an experienced and highly skilled Senior IT Support Engineer to join our team. This role involves managing, maintaining, and improving our organisation's IT infrastructure while ensuring high levels of system availability, performance, and security. The ideal candidate will have extensive experience with various operating systems, networking, cloud environments, and enterprise-level infrastructure management.
Key Responsibilities
Team Leadership & Operations
- Lead and mentor the Infrastructure & Technical Operations team.
- Manage workloads, priorities, escalations, and service delivery.
- Monitor KPIs and SLAs to ensure operational effectiveness.
- Work closely with Service Desk, Deskside Support, Security, and third-party vendors.
Infrastructure & Cloud Administration
- Administer VMware, Azure, Windows Server, Active Directory, and Microsoft 365 platforms.
- Manage Virtual Machines, storage, backups, and core infrastructure services.
- Ensure infrastructure availability, performance, security, and resilience.
- Deliver upgrades, patching, migrations, and platform improvements.
Microsoft Platform Management
- Administer Intune, Entra ID, Microsoft 365, and endpoint management solutions.
- Manage identity, access, compliance, licensing, and security controls.
Monitoring & Service Improvement
- Maintain monitoring platforms including SCOM, SCCM, DPM, Zabbix, and Logic Monitor.
- Proactively identify and resolve service issues and capacity risks.
- Develop operational dashboards and service reporting.
Incident, Change & Security Management
- Act as the L3 escalation point for complex infrastructure issues.
- Lead response efforts for Priority 1 and Priority 2 incidents.
- Perform root cause analysis and implement permanent fixes.
- Lead vulnerability remediation and infrastructure security improvements.
- Manage infrastructure changes in line with governance and change control processes.
Vendor & Project Management
- Manage infrastructure vendors and service providers.
- Coordinate vendor escalations and service reviews.
- Lead infrastructure and cloud projects from planning through delivery.
- Support resource planning, budgeting, and stakeholder communications.
Documentation & Continuous Improvement
- Maintain SOPs, technical documentation, and knowledge articles.
- Promote operational standards, automation, and best practices.
- Drive continuous service and process improvement initiatives.
Required Skills & Qualifications
- 5+ years' experience in Infrastructure, Cloud Engineering, Systems Administration, or Technical Operations.
- Strong experience with VMware, Microsoft Azure, Windows Server, and Active Directory.
- Extensive knowledge of Microsoft Intune, Entra ID, and Microsoft 365.
- Experience with SCOM, SCCM, DPM, Zabbix, or similar monitoring platforms.
- Strong PowerShell scripting and automation experience.
- Experience managing major incidents, vulnerability remediation, and infrastructure changes.
- Strong Professional stakeholder, vendor, and team leadership skills.
- Excellent organisational, problem-solving, and project management abilities.
- Participate in on-call rota
Certifications Preferred
- VMware Certified Professional (VCP)
- Microsoft Azure Certifications
- MCSA: Windows Server
