Infrastructure Engineer

Jackalope Digital LLC; United Kingdom; Hybrid; GBP 30,000 - 40,000; Full time

Benefits offered by this job

40 days' paid holiday annually

Hybrid work arrangement

Job summary

Jackalope Digital LLC is seeking an experienced Infrastructure Engineer to support customer environments in a hands-on role, combining remote support with regular on-site activity. You will work across infrastructure, Microsoft technologies, hardware, software and security to maintain service levels.

Key responsibilities include diagnosing faults at customer sites, managing incidents in the ticketing system, and documenting work while ensuring timely updates.

Qualifications

• Five+ years experience in a relevant IT role with hands-on technical background.
• Experience implementing Cyber Essentials and GDPR security controls.
• Proficient in Microsoft 365 and its core services (Email, SharePoint, Teams, OneDrive).
• Azure administration and system implementations.
• Strong networking knowledge (DHCP, DNS, TCP/IP, VLANs, firewalls).
• Excellent written and verbal communication with a customer-service mindset.

Responsibilities

• Provide technical assistance to customers and act as a reliable point of contact.
• Attend customer locations to diagnose faults, carry out repairs and scheduled maintenance.
• Manage support incidents through the ticketing system and keep customers updated.
• Escalate critical technical problems when appropriate to Management.
• Review workload and priorities daily and take necessary actions.
• Monitor infrastructure to ensure operations meet business requirements.
• Deploy, test, maintain and troubleshoot hardware and software.

Skills

5+ years IT experience

Cyber Essentials and GDPR security

Microsoft 365

Azure administration

Networking (DHCP/DNS/TCP/IP/VLANs)

Customer service mindset

Strong analytical skills

Independent worker

Tools

Intune

RMM platforms

Ticketing system

Job description

Join an established technology organisation providing managed IT services to some of the market's most recognised companies. Our client is looking for an experienced Infrastructure Engineer to support customer environments across a varied and hands-on technical role.

The successful candidate will combine remote support with regular customer-site activity, working across infrastructure, Microsoft technologies, hardware, software and security.

Your Responsibilities

• Provide technical assistance to customers and act as a reliable point of contact.

• Attend customer locations to diagnose faults, carry out repairs and complete scheduled maintenance.

• Manage support incidents and requests through the company's ticketing system.

• Provide customers with timely updates and ensure agreed service levels are maintained.

• Escalate critical technical problems to Management when appropriate.

• Review workload and priorities each day and take ownership of required actions.

• Monitor customer infrastructure and system environments to ensure they remain operational and meet business requirements.

• Deploy, test, maintain and troubleshoot hardware and software.

• Accurately document technical work and maintain up-to-date service tickets.

• Take ownership of urgent incidents, whether handled remotely or at a customer site.

Benefits

• £30,000 - £40,000 per annum depending on experience.

• 40 days' paid holiday annually.

You will need at least 5 years' experience in a relevant IT role, with a strong technical background covering:

• Cyber Essentials and GDPR security implementation (mandatory).

• Microsoft 365 and its core services, including Email, SharePoint, Teams and OneDrive (mandatory).

• Intune, RMM platforms and telephone/communications systems.

• Network infrastructure and connectivity, including routers, switches, APs, DHCP, DNS, TCP/IP, VLANs and firewalls.

• Working collaboratively with external suppliers and technical service providers.

• IT processes, procedures and industry best practices.

• Windows Server 2016, 2019 and 2022, including Group Policy and security configuration.

• Azure administration and system implementations.

• Windows 10, Windows 11 and Mac.

• Client builds, imaging and deployment.

• Excellent written and verbal communication with a strong customer-service mindset.

• Strong analytical and troubleshooting skills and the ability to work independently.