Infrastructure Support Engineer

TSG; Newcastle upon Tyne; Hybrid; GBP 30,000 - 45,000; Full time

Job summary

A leading IT services provider seeks an Infrastructure Support Engineer to tackle complex infrastructure issues and manage escalations, focusing on customer satisfaction and efficient problem-solving. This role involves both independent work and team collaboration, along with opportunities for personal development in a supportive environment.

Benefits

Company bonus scheme

25 days annual leave + public holidays

Life assurance, pension

Perkbox discounts

Enhanced maternity/paternity pay

Long service benefits

Qualifications

• Strong knowledge of server and networked environments.
• Desktop support experience.
• Experience with Microsoft Exchange and Office 365.

Responsibilities

• Responding to customer tickets within SLA.
• Diagnosing and resolving incidents via remote tools.
• Maintaining high-quality customer service.

Skills

Customer Service

Problem Solving

Analytical Skills

Communication

Relationship Building

Job description

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Infrastructure Support Engineer, Newcastle upon Tyne

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Client:

TSG

Location:

Newcastle upon Tyne, United Kingdom

Job Category:

Other

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EU work permit required:

Yes

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Job Reference:

20410ceeba03

Job Views:

4

Posted:

02.06.2025

Expiry Date:

17.07.2025

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Job Description:

About the role;

As an Infrastructure Support Engineer, you will be a strong problem solver with excellent communication skills, experienced in resolving complex infrastructure issues and managing escalations. You will diagnose, troubleshoot, and resolve tickets related to customer infrastructure such as networking, firewall configuration, storage solutions, and Windows server infrastructure. The role requires the ability to work in a high-paced environment, providing exceptional customer service and solving problems logically either independently or as part of a team. You will also support end-user desktops, liaising with third parties for application support, VPN connectivity, and troubleshooting. Experience with backups in various technologies is preferable but not essential. This hybrid role involves attending the office a few times per week for team collaboration.

Who are we? TSG (Technology Services Group) is a Managed IT Services provider serving businesses UK-wide. We pride ourselves on delivering exceptional customer service, reflected in our consistent world-class NPS score of +80. Our core values are Team TSG, Service Excellence, and Shared Growth, guiding our mission and operations.

Why should I work for TSG? Our people are our strength. We foster a trusted, open, and fair culture, recognized as one of the ‘UK’s Top 50 Best Large Companies’ and a ‘Top 15 Technology Companies’ to work for. We also hold a 2-star accreditation for ‘Outstanding’ employee engagement.

• Open and honest culture with feedback
• Monthly wellbeing check-ins and support
• Social events, including annual TSG Festival
• Two paid CSR days per year
• Charity fundraising efforts, raising over £20,000 in 2 years
• Commitment to environmental responsibility towards becoming a net carbon zero business
• Flexible working policy
• Relaxed dress code
• Opportunities for progression, training, and recognized qualifications

Job responsibilities include, but are not limited to:

• Responding to customer tickets within SLA
• Regular communication with customers regarding incidents/requests
• Diagnosing and resolving incidents via remote tools and verbal instructions
• Updating ticketing systems with detailed notes
• Liaising with partners and third parties for incident resolution
• Acting as escalation point for junior staff
• Maintaining high-quality customer service
• Mentoring and coaching team members
• Creating best practice and user/leaver guides

Knowledge, Skills & Experience;

Essential:

• Full UK, clean driving license
• Strong knowledge of server and networked environments
• Virtualization experience
• Desktop support experience
• Understanding of security technologies (Firewall, anti-virus)
• Experience with Microsoft Exchange and Office 365
• Support experience with Azure tenants, including EntraID, conditional access, AVD, Autopilot
• Capability to manage small Azure projects (MFA, policies, Intune)
• Excellent customer service skills and communication
• Ability to tailor coaching styles
• Relationship-building skills
• Good problem-solving and analytical skills
• Ability to work under pressure and independently

Desirable:

• 3+ years server and 5+ years desktop experience
• Experience with cloud backup solutions
• Knowledge of on-premise backup tech
• Hosted telephony, routing, switching
• Enterprise antivirus software, storage technologies, certifications

Benefits include:

• Company bonus scheme
• 25 days annual leave + public holidays
• Life assurance, pension, electric vehicle scheme
• Perkbox discounts, CSR days, sick pay, income protection
• Enhanced maternity/paternity pay
• Home/hybrid working options
• Long service benefits, cycle to work scheme, employee recognition

If this role interests you, please apply today.