Lead Infrastructure & Systems Engineer

HealthHarmonie Ltd; Birmingham; Hybrid; GBP 75,000 - 110,000; Full time

Job summary

Medinet Group, including Healthharmonie, is seeking a Lead Infrastructure & Systems Engineer to act as the primary escalation point and drive ongoing development of our IT infrastructure and Freshservice ITSM.

You will own complex incidents, lead platform improvements, and manage the Azure and Microsoft 365 estate, networking, and security. This hybrid UK role offers collaboration across the IT team and a focus on reliable, scalable systems.

Qualifications

• 3rd line infrastructure expertise with complex incidents
• Azure AD/Entra ID and Intune administration
• Microsoft 365 admin including Exchange Online, SharePoint, Teams
• Networking fundamentals: TCP/IP, DNS, DHCP, VLANs, VPNs
• Experience with ITSM platforms (Freshservice, ServiceNow) and reporting
• Ability to work autonomously and communicate findings clearly

Responsibilities

• Serve as principal escalation point for infrastructure issues
• Lead development and automation of Freshservice ITSM workflows
• Own documentation for infrastructure estate (diagrams, runbooks)
• Manage Azure/Microsoft 365 estate across sites
• Improve security posture including patching and vulnerability remediation
• Collaborate with IT Infrastructure Manager on automation and platform development

Skills

Azure Administration

Microsoft 365

Networking

ITSM platforms

Scripting / PowerShell

Tools

Freshservice

ServiceNow

Job description

Location: Edgbaston, Hybrid (Office and Remote Working)

Hours: Full-Time, 37.5 Hours per week, 08:00 - 16:00

Salary: Competitive

About Medinet & Healthharmonie

Medinet and its subsidiary Healthharmonie deliver a range of community healthcare services across multiple sites. Our IT team supports both organisations across all technology functions, bringing together infrastructure, systems, and end-user support under a single unified function. As the team grows and our service footprint matures, we are creating a new senior technical role to sit at the heart of the infrastructure function: a Lead Infrastructure & Systems Engineer who acts as the primary point of technical escalation for the team and leads on the ongoing development of our systems and platforms.

Role Purpose

To serve as the principal technical escalation point for the IT infrastructure team, handling the most complex incidents and requests before they reach the IT Infrastructure Manager. Alongside reactive support, this role leads the ongoing development of our Freshservice ITSM instance, drives minor infrastructure improvements, and takes on delegated technical work from the IT Infrastructure Manager - with the explicit goal of freeing senior management capacity for strategy, team development, and organisational planning. This is not a people management role, but someone with a natural inclination to share knowledge and bring others along will thrive here.

Key Responsibilities

Technical Escalation & Team Support

• Act as the primary technical escalation point for the infrastructure team - the definitive next step before issues reach the IT Infrastructure Manager
• Take ownership of the most complex, ambiguous, or high-impact incidents across the estate, driving them through to resolution
• Carry out detailed root-cause analysis on recurring or systemic issues and implement lasting fixes across the environment
• Provide authoritative technical guidance to the infrastructure team, helping colleagues develop their skills through hands-on collaboration rather than formal instruction

Platform Development & Delegated Work

• Lead the ongoing development and continuous improvement of the Freshservice ITSM platform - building workflows, automations, forms, SLA rules, and reporting to support the team's operational needs
• Deliver minor infrastructure updates and improvements as delegated by the IT Infrastructure Manager, including configuration changes, service upgrades, and platform enhancements
• Own technical documentation for the infrastructure estate - ensuring network diagrams, runbooks, configuration records, and architecture notes are accurate and maintained
• Contribute to infrastructure projects alongside the team, particularly where senior technical input is needed to de-risk delivery

Infrastructure, Cloud & Security

• Administer and develop the Microsoft Azure and Microsoft 365 estate - Entra ID, Intune, Conditional Access, Exchange Online, SharePoint, Teams, and Azure Virtual Desktop
• Manage and optimise network infrastructure across sites - switches, firewalls, VPN, Wi-Fi, and internet connectivity - with a strong focus on resilience and proactive monitoring
• Lead on security posture improvements including patch management, vulnerability remediation, identity governance, and security alerting

Process & Collaboration

• Participate in the onboarding of new 1st line engineers where technical depth is needed, and be a reliable reference point for the 1st line team on complex escalations
• Work closely with the IT Infrastructure Manager to identify areas for automation, efficiency improvement, and platform development across the team's toolset
• Ensure all work is delivered in line with change management processes, data protection requirements, and IT security policy

Essential Requirements

• Demonstrable experience at 3rd line infrastructure level, with a strong track record of resolving complex, multi-system incidents
• Deep working knowledge of Microsoft Azure - including Entra ID, Intune, Azure AD, Conditional Access, and Azure Virtual Desktop
• Strong Microsoft 365 administration skills - Exchange Online, Teams, SharePoint, OneDrive, and licensing
• Solid, hands-on networking experience - TCP/IP, DNS, DHCP, VLANs, firewall rule management, and VPN
• Experience developing or administering an ITSM platform - building workflows, automations, forms, and reporting (Freshservice, ServiceNow, or similar)
• Comfortable working autonomously on technical problems with minimal direction, and equally comfortable documenting and communicating findings clearly
• Strong diagnostic skills and a methodical, structured approach to problem-solving
• Ability to explain complex technical concepts clearly to colleagues at varying levels of experience

Desirable / Advantageous

• Microsoft AZ-104 (Azure Administrator Associate) or AZ-305 (Azure Solutions Architect Expert)
• Microsoft AZ-800 (Administering Windows Server Hybrid Core Infrastructure)
• Experience with Freshservice specifically - including workflow automations, API integrations, and custom reporting
• PowerShell or other scripting experience for automation of routine infrastructure tasks
• Experience with Palo Alto GlobalProtect VPN or similar enterprise firewall platforms
• Exposure to healthcare or NHS IT environments
• Familiarity with endpoint management at scale using Intune or similar MDM platforms
• Experience of mentoring or coaching junior or mid-level engineers (formal or informal)

Our Commitment

This role is designed for a technically exceptional engineer who wants to operate at the cutting edge of a growing infrastructure team - someone who finds as much satisfaction in developing a platform or solving a thorny architectural problem as in resolving a complex incident. You will have genuine autonomy, direct influence on how the team works, and a clear line of sight to the IT Infrastructure Manager. Management responsibility is not part of this role, but you will be a technical anchor for the team and your contribution will be felt across everything the infrastructure function does. We welcome applications from candidates who may not meet every desirable criterion but can demonstrate exceptional technical depth and a genuine drive to develop both themselves and those around them.

Why Join Us?

By joining Medinet Group, you'll become part of the infrastructure that enables outstanding patient care across the UK. Your work will directly support clinicians and operational teams in delivering safe, efficient and effective healthcare services.

In return, we offer:

• The opportunity to support critical healthcare systems.
• A collaborative and supportive IT team environment.
• Exposure to a wide range of clinical technologies and digital health platforms.
• Ongoing learning and development opportunities.
• A growing organisation focused on innovation and continuous improvement.
• The opportunity to make a meaningful impact on both colleagues and patients.

Equal Opportunities

Medinet Group is proud to be an equal opportunities employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. Applications are welcomed from all suitably qualified candidates regardless of race, religion, gender, sexual orientation, disability, age or any other protected characteristic.