Senior Infrastructure Analyst

TN United Kingdom; London; On-site; GBP 41,000; Full time

Job summary

An established industry player is seeking a dedicated support technician to deliver exceptional second and third-line support for their information systems. This role involves troubleshooting infrastructure issues, managing incidents, and ensuring compliance with ITIL standards. The ideal candidate will have experience in PC deployment, strong communication skills, and a commitment to maintaining security and governance standards. Join a company that values diversity and offers a competitive salary with pension contributions, while supporting your professional growth in a dynamic environment.

Qualifications

• At least one year providing first and second-line support across diverse applications/services.
• Strong liaison skills and ability to work with various organizational levels.

Responsibilities

• Provide second and third-line support for DT and communications infrastructure.
• Manage assigned infrastructure support incidents and projects effectively.

Skills

First and second-line support

PC deployment and management

Network site surveys

Problem-solving

Communication skills

Education

Microsoft certifications or equivalent IT qualifications

Tools

Active Directory

GPOs

InTune

Apple device management

Mimecast

Forcepoint

Teams cloud phone systems

Papercut printing

Job description

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To provide an efficient and cost-effective delivery of second and third-line support for information systems and related technology services within Octavia. To support the smooth operational running of Octavia’s DT Infrastructure and Applications.

Key Responsibilities

Infrastructure

• Provide second and third-line support of issues regarding the DT and communications infrastructure, in accordance with service level targets as set by the DT Service Delivery Manager.
• Receive triaged incident reports and service requests from Service Delivery (first/second line), Technology Delivery (projects), and Architecture Governance (change & third line) managers and ensure delivery of technology is executed within defined processes and policies.
• Consult with or pass jobs to colleagues inside and beyond DT; escalate issues to the DT Service Delivery Manager as needed.
• Support Infrastructure, Desk Side Support, Architecture, and Application analysts.
• Maintain and make minor changes to systems like Puzzel, Teams telecommunications, network switches, and firewalls.
• Monitor systems, react to alerts, troubleshoot, and escalate issues to reduce downtime.
• Ensure robustness and reliability of all DT equipment and systems across sites.
• Asset tag and manage DT equipment and software according to policy, disposing of obsolete equipment securely and legally.
• Document all aspects of DT infrastructure and processes.
• Recommend improvements for DT effectiveness, including hardware and network upgrades.
• Support network service design across Octavia locations.
• Lead Desk side support staff during projects and changes.
• Serve as an expert resource on projects and programs.
• Cover for Cloud Architect and Cyber Security Officer during absences.

Customer Service

• Manage assigned infrastructure support incidents and projects, ensuring resolution aligns with ITIL standards.
• Prioritize work effectively and communicate with stakeholders.
• Create or contribute to documentation, training materials, FAQs, guides, and videos.
• Mentor and train DT Support team members and provide coverage when needed.

Business Continuity

• Test and maintain backup regimes regularly.
• Understand and implement business continuity solutions as needed.

Security & Governance

• Uphold data protection and security practices, advising staff accordingly.
• Maintain security against threats like hacking and malware.
• Work with Cyber Security Officer to develop security measures.
• Ensure documentation, change management, licensing, and inventory are maintained properly.
• Manage supplier relationships, troubleshoot, and promote best practices.

Other

• Keep professional knowledge up to date.
• Support flexible working hours, including outside regular hours when required.
• Travel to remote locations in London as needed.

Requirements

Essential experience and skills include:

• At least one year providing first and second-line support across diverse applications/services.
• Knowledge of PC deployment and management tools like Active Directory, GPOs, and networked printing.
• Hands-on technical knowledge of at least two areas such as network site surveys, structured cabling, or telecom installation.

Qualifications/skills:

• Strong liaison skills and ability to work with various organizational levels.
• Experience working to service level targets and KPIs.
• Excellent communication, problem-solving, and organizational skills.
• Integrity, discretion, and a professional approach.
• Ability to learn and understand complex technical and business concepts.

Knowledge requirements include:

• Microsoft certifications or equivalent IT qualifications.
• Experience with InTune, Apple device management, Mimecast, Forcepoint, Teams cloud phone systems, and Papercut printing.
• Good practice in data and information security.

The salary for this role is £40,100 per annum with up to 10% pension contributions.

We are committed to building an inclusive culture that celebrates diversity and welcomes everyone.