Senior Infrastructure Technician — 3rd-Line Support Lead

Acorn by Synergie; Norwich; On-site; GBP 39,000 - 41,000; Full time

Job summary

Acorn by Synergie in Norwich is seeking a Senior Infrastructure Technician to provide third-line support for critical digital infrastructure, including Windows server environments, LAN/WAN networks, and telephony. This temporary role requires hands-on expertise and the ability to troubleshoot complex issues while ensuring high availability.

You will mentor junior staff, contribute to security and asset management, and participate in on-call rotations.

Qualifications

• Extensive experience in third-line infrastructure support.
• Broad understanding of networks, servers, hardware and telephony.
• Ability to troubleshoot complex issues and work with suppliers.

Responsibilities

• Provide third-line tech support across networks, hardware, software, and telecoms.
• Manage daily maintenance, monitoring and availability of digital infrastructure.
• Support and advise first- and second-line technicians.
• Diagnose complex issues and escalate to suppliers when needed.
• Plan and implement system upgrades and maintenance.
• Monitor systems and network health and escalate issues.
• Support infra project workstreams.
• Provide technical guidance on systems and resilience.
• Assist with hardware/software specification and procurement.
• Maintain asset records and supplier data.
• Support governance, security and compliance.
• Provide user training and guidance.
• Attend on-call and support during major incidents.
• Deputise for Digital Delivery Manager (Infrastructure).
• Prioritise own workload while supporting team needs.

Skills

Third-line support

Networks

Servers

Telephony

Tools

Windows Server

Job description

Acorn by Synergie in Norwich is seeking a Senior Infrastructure Technician to provide third-line support for critical digital infrastructure, including Windows server environments, LAN/WAN networks, and telephony. This temporary role requires hands-on expertise and the ability to troubleshoot complex issues while ensuring high availability.

You will mentor junior staff, contribute to security and asset management, and participate in on-call rotations.