3Rd Line Infrastructure Support Analyst - Windows

Akkodis; Nottingham; Hybrid; GBP 42,000 - 52,000; Full time

Job summary

Modis is seeking a 3rd Line Infrastructure Support Analyst to join a hybrid UK team supporting large-scale Windows-based infrastructure. The role emphasizes resolving incidents, performing root-cause analysis, and implementing changes to meet service levels.

You will provide expert support across identity, authentication, and Windows server technologies, while mentoring colleagues and contributing to continuous service improvement. UK security clearance experience is advantageous.

Qualifications

• Significant experience supporting large-scale enterprise or hybrid infrastructure environments.
• Strong expertise in Windows Server, Active Directory, Entra ID, and virtualization platforms.
• Experience with authentication, access management, and identity services is essential.

Responsibilities

• Investigate, troubleshoot, and resolve complex infrastructure incidents.
• Ensure service levels and operational targets are achieved.
• Drive improvements in first-time fix rates and customer satisfaction.
• Support Windows Server, Active Directory, Entra ID, and virtualization platforms.
• Perform root cause analysis and contribute to problem management activities.
• Assist with technical escalations and mentor colleagues.

Skills

Windows Server

Active Directory

Entra ID

VMware

Hyper-V

PowerShell

ITIL

DNS

Group Policy

Scripting

Tools

Ivanti

Job description

3rd Line Infrastructure Support Analyst - Windows

Hybrid Working | Competitive Salary + On-Call + Overtime + Excellent Benefits

Are you an experienced infrastructure professional with a passion for solving complex technical challenges?

We're working with a leading technology services organisation that supports critical environments across enterprise and public sector customers. Due to continued growth, multiple opportunities are available for experienced 3rd Line Infrastructure Support Analysts to join a highly skilled support team delivering services within secure, large-scale hybrid environments.

This is an excellent opportunity for someone who enjoys a mix of incident resolution, technical troubleshooting, infrastructure support, and continuous service improvement while working with modern Microsoft technologies.

The Opportunity

As a 3rd Line Infrastructure Support Analyst, you'll play a key role in supporting and maintaining complex hybrid infrastructure environments. Working within a collaborative technical team, you'll provide both proactive and reactive support, helping to resolve incidents, perform root cause analysis, implement changes, and ensure service levels are consistently achieved.

You’ll be trusted to handle escalated technical issues, contribute to service improvement initiatives, and provide expert support across identity, authentication, and Windows server technologies.

Key Responsibilities

• Investigate, troubleshoot, and resolve complex infrastructure incidents
• Ensure service levels and operational targets are achieved
• Drive improvements in first-time fix rates and customer satisfaction
• Support Windows Server, Active Directory, Entra ID, and virtualisation platforms
• Perform root cause analysis and contribute to problem management activities
• Assist with technical escalations and mentor colleagues where required
• Follow change, incident, and security management processes
• Maintain accurate records within ITSM platforms
• Support reporting, documentation, and operational governance activities.

Essential Experience

• Significant experience supporting large-scale enterprise or hybrid infrastructure environments
• Strong expertise in:
• Microsoft Windows Server
• Active Directory
• Microsoft Entra ID
• VMware and/or Hyper-V
• Experience supporting authentication, authorisation, access management, and identity services
• Knowledge of DNS, DHCP, Group Policy, and core Microsoft technologies
• Understanding of ITIL service management principles
• PowerShell administration and automation experience
• Strong analytical and problem-solving abilities
• Excellent communication and stakeholder engagement skills

Desirable Skills

• Microsoft Intune or Workspace ONE
• Azure Privileged Identity Management (PIM)
• Azure Identity Governance
• VMware administration
• Quest migration and administration tools
• Ivanti technologies
• Hyperconverged infrastructure platforms
• Microsoft technical certifications, particularly within Windows Server or Identity & Access Management disciplines

Applicants should currently hold UK Security Clearance (SC) or be willing and eligible to undergo clearance as part of the onboarding process.

Why Apply?

You’ll be joining a forward-thinking technology organisation that invests heavily in its people, supports professional development, and offers exposure to some of the UK’s most complex and business-critical technology environments. The organisation promotes an inclusive culture where collaboration, innovation, and continuous learning are actively encouraged.

If you're an experienced 3rd Line Infrastructure Engineer, Wintel Consultant, Active Directory Specialist, or Senior Infrastructure Analyst looking for your next challenge, we'd love to hear from you.

Both Modis International Ltd and Modis Europe Ltd are Equal Opportunities Employers.