ICT INFRASTRUCTURE ENGINEER

Reply, Inc.; Greater London; Hybrid; GBP 35,000 - 52,000; Full time

Job summary

Reply is seeking an ICT Infrastructure Engineer to provide 1st/2nd line IT support across UK offices, managing endpoints and core services in Microsoft 365, Intune, Entra ID, Windows and macOS. You’ll ensure secure and compliant operations and help optimise workplace services.

In a fast-paced consultancy with government engagements, you will apply security practices per Government Security Classifications and Cyber Essentials while driving improvements in infrastructure and processes.

Qualifications

• Degree-level education (2.1) in Computing, IT, or related field.
• Strong knowledge of Windows and macOS endpoints and core infra services.
• Interest in cybersecurity practices and related frameworks (GDPR, Cyber Essentials).
• Willingness to pursue certifications (e.g. MS-900, AZ-900, ITIL v4) and necessary clearances.

Responsibilities

• Serve as a primary 1st/2nd line IT support contact via phone, email, and ticketing.
• Support laptops, mobile devices, and productivity tools across Windows, macOS, iOS, Android, and Microsoft 365.
• Administer and troubleshoot Intune and Entra ID, including enrollment, policies, access, and SSO/MFA.
• Perform password resets, MFA resets, account unlocks, OS patching, BitLocker management, and policy troubleshooting.
• Monitor, investigate, and respond to endpoint security alerts using Defender for Endpoint.
• Create and maintain Knowledge Base articles, SOPs, and technical documentation.
• Collaborate with third-party vendors to resolve incidents and improve services.
• Provide on-site support across Reply’s UK offices as needed, ensuring security and compliance.

Skills

Windows OS

macOS endpoints

Microsoft 365

Active Directory

DNS

DHCP

Security best practices

Documentation

Team collaboration

Education

Degree in Computing / IT

Tools

Microsoft Intune

Entra ID / Azure AD

Microsoft Defender for Endpoint

ITSM / ticketing tool

Job description

Reply specialises in designing and implementing solutions based on new communication channels and digital media. Structured as a network of highly specialised companies, Reply supports leading European industrial groups in sectors such as Telco & Media, Industry and Services, Banking and Insurance, and Public Administration, helping define and develop business models enabled by new paradigms such as AI, Cloud Computing, Digital Media, and the Internet of Things. Reply’s services include Consulting, System Integration, and Digital Services.

Role Overview:

As an ICT Infrastructure Engineer (1st / 2nd Line Support) at Reply, you will be a key technical contact for our UK offices, delivering reliable end-user support and maintaining secure, modern workplace services. You will manage and support endpoints and core services across Microsoft 365, Intune, Entra ID (Azure AD), Windows, and macOS, ensuring stability, compliance, and a high-quality user experience. Operating in environments that include government and defence engagements, you will apply strong security practices aligned with Government Security Classifications and Cyber Essentials, while also contributing to continuous improvement of our infrastructure and support processes.

Responsibilities:

• Act as a primary 1st / 2nd line contact for internal IT support, resolving incidents and service requests via phone, email, and the ITSM/ticketing tool.
• Support laptops, mobile devices, and productivity tools across Windows, macOS, iOS, Android, and Microsoft 365 (Teams, Outlook, SharePoint, OneDrive).
• Administer and troubleshoot Microsoft Intune and Entra ID (Azure AD), including device enrolment, compliance policies, access management, and SSO/MFA issues.
• Perform day-to-day operational tasks such as password and MFA resets, account unlocks, OS patching, BitLocker management, and endpoint policy troubleshooting.
• Monitor, investigate, and support the remediation of endpoint security alerts using Microsoft Defender for Endpoint and related security tools.
• Create, maintain, and follow Knowledge Base articles, SOPs, and technical documentation to ensure consistent, high-quality support.
• Collaborate with third-party suppliers and vendors to resolve incidents, enhance services, and maintain infrastructure stability.
• Provide occasional on-site support across Reply’s UK offices, ensuring secure and compliant handling of systems and data in line with Government Security Classifications and Cyber Essentials.

About the Candidate:

• Educated to degree level (minimum 2.1) in Computing, IT, or a related discipline, with a strong technical foundation.
• Solid knowledge of Windows and macOS endpoints, Microsoft 365, and core infrastructure services such as Active Directory, DNS, DHCP, and Windows Server.
• Demonstrates a clear interest in cybersecurity best practices, with familiarity (or willingness to learn) tools and frameworks like Microsoft Defender for Endpoint, Government Security Classifications, GDPR, and Cyber Essentials.
• Communicates in a clear and professional manner, able to document processes and solutions in a structured, repeatable way.
• Motivated to develop further through professional certifications (e.g. MS-900, AZ-900, ITIL v4) and, where required, enhanced security clearances (e.g. DV).
• Comfortable working in a fast-paced consultancy environment, balancing day-to-day support tasks with infrastructure improvements and project work.
• Collaborative and service-oriented, able to build strong relationships with internal stakeholders and work effectively with external vendors and partners.
• Willing and able to travel to Reply’s UK offices when needed to provide high-quality on-site support.

Reply is an Equal Opportunities Employer and committed to embracing diversity in the workplace. We provide equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type regardless of age, sexual orientation, gender, identity, pregnancy, religion, nationality, ethnic origin, disability, medical history, skin colour, marital status or parental status or any other characteristic protected by the Law.

Reply is committed to making sure that our selection methods are fair to everyone. To help you during the recruitment process, please let us know of any Reasonable Adjustments you may need.