ICT Infrastructure Engineer – 1st/2nd Line Support (UK)

Reply, Inc.; Greater London; Hybrid; GBP 42,000 - 56,000; Full time

Job summary

Reply is seeking an ICT Infrastructure Engineer (1st/2nd Line) based in central London to support our UK consultants and project teams. You will manage and secure internal infrastructure and endpoints across Microsoft 365, Intune, Entra ID, and Windows/macOS, with attention to government security classifications.

This role involves incident handling, device provisioning, policy enforcement, and occasional on-site support across Reply’s UK offices, collaborating with vendors and stakeholders to

Qualifications

• Educated to degree level (minimum 2.1) in Computing, IT, or a related discipline.
• Strong knowledge of Windows and macOS endpoints, Microsoft 365, and core infrastructure services (AD, DNS, DHCP, Windows Server).
• Interest in cybersecurity and best practices; familiarity with Defender for Endpoint, GDPR, Cyber Essentials is a plus.
• Clear communicator with ability to document processes and solutions systematically.

Responsibilities

• Serve as a primary 1st/2nd line contact for internal IT support, handling incidents and service requests via phone, email, and ITSM tool.
• Provide daily support for laptops, mobile devices, and productivity tools across Windows, macOS, iOS, Android, and Microsoft 365 apps.
• Administer and troubleshoot Intune and Entra ID (Azure AD), including device enrolment, compliance, access management, and basic SSO/MFA issues.
• Perform routine tasks such as password/MFA resets, OS patching, BitLocker management, and endpoint policy troubleshooting.
• Investigate endpoint security alerts and support remediation using Defender for Endpoint and related tools.
• Create and maintain Knowledge Base articles, SOPs, and documentation for consistent support.
• Liaise with third-party suppliers to support incident resolution and infrastructure stability.
• Provide occasional on-site support across Reply’s UK offices, ensuring secure handling of systems and data.

Skills

1st/2nd line IT support

Documentation

Cybersecurity interest

Vendor liaison

Education

Bachelor’s degree in Computing/IT or related (2.1)

Tools

Microsoft 365

Intune

Entra ID (Azure AD)

Windows

macOS

Microsoft Defender for Endpoint

Job description

Reply is seeking an ICT Infrastructure Engineer (1st/2nd Line) based in central London to support our UK consultants and project teams. You will manage and secure internal infrastructure and endpoints across Microsoft 365, Intune, Entra ID, and Windows/macOS, with attention to government security classifications.

This role involves incident handling, device provisioning, policy enforcement, and occasional on-site support across Reply’s UK offices, collaborating with vendors and stakeholders to