Infrastructure Engineer

Amida Group; Gloucester; On-site; GBP 35,000 - 55,000; Full time

Job summary

Amida Group in Gloucester seeks an Infrastructure Analyst/Engineer to join a hands-on, customer-facing technical team.

You will be the go-to for managed service clients, handling incidents, service requests, and day-to-day support while gaining exposure to wider infrastructure technologies and project work.

Qualifications

• Customer service mindset with clear communication.
• Logical, methodical troubleshooting approach.
• Willingness to learn and grow into broader infrastructure roles.
• Ability to manage workload and prioritise effectively.
• Positive, proactive attitude within a team environment.

Responsibilities

• Act as second/third line support engineer for managed service clients.
• Log, manage, and resolve incidents and service requests within SLAs.
• Troubleshoot issues across servers, networks, and cloud platforms.
• Provide remote and occasional on-site support to clients.
• Escalate complex issues to senior engineers when required.
• Oversee management and maintenance of the Cloud infrastructure platform.
• Initiate changes to Client and Cloud infrastructures per change control processes.
• Contribute to technical projects and work packages for clients.

Skills

Customer service mindset

Troubleshooting

Workload management

Teamwork

Cloud platforms

Tools

VMware ESXi

Microsoft Hyper-V

Mimecast

PRTG Monitoring

Veeam

Arcserve

Sophos

HaloPSA

Windows Server

AD/ADFS/GPO

SAN storage (HPE/Seagate/Dell)

Office 365

Job description

The client provides end-to-end hybrid cloud and data storage solutions, designing tailored infrastructure to improve efficiency, scalability, uptime, and security. The company also supports clients with technical assistance, preventative maintenance, and longer-term strategic guidance to keep their systems performing reliably.

They are seeking to appoint an Infrastructure Analyst/Engineer to join our expanding technical team.

This is a hands-on, customer-facing role where you will act as a key point of contact for our managed service clients.

You will be responsible for handling incidents, service requests, and day-to-day support issues, while gaining exposure to wider infrastructure technologies and project work. Although this is a team-based role, you will be expected to work independently when required, managing your workload in an organised and efficient manner.

You will communicate regularly with both internal stakeholders and managed service clients. You will play a key role in supporting the wider service desk team, using strong problem-solving skills to diagnose and resolve technical issues.

The role is based in our Gloucester office, with occasional travel to customer and a local data centre site.

Key Responsibilities

The key responsibilities for this role include:

• Acting as a second/third line support engineer for managed service clients.
• Logging, managing, and resolving incidents and service requests within agreed service levels.
• Troubleshooting issues across end-client servers, networks, and cloud platforms.
• Providing remote and occasional on-site support to clients.
• Escalating more complex issues to senior engineers where required.
• Ensuring the successful management, support, and maintenance across the entire Cloud infrastructure platform (compute, network, storage).
• Instigate and orchestrate changes to both Client side and the Cloud infrastructures, in line with the companies and client specific change control processes.
• Facilitate and contribute to the delivery of technical projects and work packages for the company and its clients.
• Comply with all company and ISO policies, audit, and legal requirements such as Health & Safety, Data Protection Act, etc.

Experience

The Infrastructure Engineer should have demonstrable experience of use and support of the following systems and platforms:

• A strong customer service mindset with clear communication skills
• A logical and methodical approach to troubleshooting
• A willingness to learn and develop into a broader infrastructure role
• The ability to manage workload and prioritise effectively
• A positive, proactive attitude within a team environment

It would also be beneficial to have some experience of the following:

• Backup technologies (Veeam/Arcserve)
• VMware ESXi
• Microsoft Hyper-V
• HaloPSA
• Anti-virus technologies (Sophos)
• Web and E-mail Security (Mimecast)
• PRTG Monitoring
• Windows technologies (Server/AD/ADFS/GPO)
• SAN Technologies (HPE/Seagate/Dell)
• Microsoft Office 365