Infrastructure Engineer

Burns Sheehan; England; Hybrid; GBP 54,000 - 66,000; Full time

Job summary

A dynamic IT services company seeks an Infrastructure Engineer for a 12-month fixed-term contract. This hybrid position involves leading the IT support team, managing escalations, and ensuring service quality across the UK and European offices. Candidates should have experience in IT service delivery, with knowledge of Microsoft tools and ITSM platforms. A solid grounding in IT operations is essential for success in this role.

Qualifications

• Experience in IT Service Delivery or Helpdesk supporting Tickets.
• Managing escalations and ensuring service quality.
• Strong communicator working with technical and non-technical stakeholders.

Responsibilities

• Lead day-to-day operations of the IT support team.
• Act as main escalation point for service-related incidents.
• Maintain oversight of core ITSM processes.

Skills

IT Service Delivery

2nd/3rd Line Support

Microsoft Office 365

ITIL knowledge

ServiceNow

Communication with stakeholders

Tools

Intune

Active Directory

Freshservice

Jira

Job description

This is a hybrid role where you’ll play a hands-on role in managing day-to-day IT service operations across their UK and European offices, ensuring a high level of service and effective escalation processes, while also supporting change and vendor management.

The business is medium-sized (150 people across 9 countries), so it’s still agile, with the chance to influence how things are run. They’ve got the complexity of a multi-site, multi-national setup, but without the red tape of a large corporate.

Core Responsibilities:

• Lead the day-to-day operations of the internal IT support team
• Act as the main escalation point for service-related incidents, making sure issues are routed and resolved quickly
• Maintain oversight of core ITSM processes which includes - incident, request, and change management
• Guide operational tooling improvements and help prioritise internal service enhancements
• Manage relationships with suppliers for hardware, mobile, and connectivity reviewing contracts and spend

What They’re Looking For:

• Experience in IT Service Delivery or Helpdesk function supporting Tickets across 2nd/3rd Line
• Managing escalations and working closely with internal teams ensuring service quality
• Good working knowledge of core Microsoft tools – Office 365, Intune, Active Directory
• Familiarity with ITSM platforms (e.g. Freshservice, ServiceNow, Jira)
• Strong communicator - able to work with technical and non-technical stakeholders alike
• Some exposure to change management and helping shape technical delivery would be useful
• ITIL knowledge or equivalent experience preferred

This is a great fit for someone who enjoys variety and thrives in a visible, hands-on service leadership role. While deep technical skills aren’t required, a solid grounding in IT operations and service environments is important.

Job Details:

• Job Title: Infrastructure Engineer - 12 Month (FTC)
• Salary: £60,000 (Flex)
• Location: London (Hybrid - 3 Days Onsite)
• Seniority level: Mid-Senior level
• Employment type: Full-time
• Job function: Information Technology
• Industries: Real Estate and IT Services and IT Consulting