IT Infrastructure Engineer

Network Plus – Utility and Infrastructure Services – is seeking an experienced Infrastructure Engineer / 3rd Line Support to monitor, maintain and protect our IT infrastructure. Reporting to the Head of IT Technical Services, you will provide advanced, escalated technical support, contribute to key IT projects, and help drive improvements in resilience, service quality, information security and operational efficiency. This is a primarily office-based role but there is flexibility around home working (with remote support and occasional site visits), offering a salary of £40,000 – £50,000 depending on experience.

The Infrastructure Engineer / 3rd Line Support will monitor, maintain and support the Network Plus IT infrastructure, providing advanced technical support across escalated incidents, service requests and infrastructure-related issues. The role delivers excellent customer service, clear communication and ownership of support calls through to resolution, in line with agreed processes and service expectations. You will play an active role in projects – contributing to IT strategy, advising on the latest technology, and ensuring the successful implementation of chosen technologies and their smooth delivery to the business.

Key Responsibilities:

• Operational Planning: Deliver support services effectively and efficiently. Ensure infrastructure services are available during core operational hours for the given areas of responsibility. Ensure servicing and maintenance schedules are completed at the designated times.
• Service Provision: Work in line with Service Level Agreements (SLAs), delivering the requirements of Network Plus and ensuring targets are met. Follow agreed processes and procedures for the support teams. Deal with priority-one incidents, escalating immediately to IT management. For recurring incidents with significant repercussions, take ownership and apply the measures necessary to achieve a permanent solution. Resolve any issues with personal work delivery as identified. Keep current with the latest infrastructure, service‑industry and educational developments. Understand and clearly communicate the service requirements of Network Plus to peers. Assist in the implementation of all IT policies and procedures, especially those for service provision. Follow policies and procedures relating to asset management for IT hardware, software and equipment. Mentor and coach more junior members of the IT team.
• Service Development: Continually seek to develop the infrastructure and service, and make improvements. Work with colleagues and partners to explore possibilities for service development. Investigate ways to reduce IT costs across the business.
• Quality Assurance: Manage and define routine and pre‑planned maintenance on the IT infrastructure.
• Management Information and Administration: Complete and file service tickets in the service‑desk system for self and team. Record all major incidents, remedial activity and follow‑up actions. Produce documentation for new systems and processes.
• Management of Resources: Take responsibility for the safe use and safekeeping of IT infrastructure, laptops and other electronic assets appropriate to the role.
• Corporate Responsibility: Abide by and implement all Network Plus policies and procedures, including being aware of and responsible – both corporately and individually – for Health and Safety policies and procedures. Adhere to and comply with all security policies and regulatory requirements set out by the company and its clients.
• Other Specific Responsibilities: Carry out all duties in the most effective, efficient and economical manner. Continue personal development in the relevant area. Participate in the staff review and appraisal process. Maintain current knowledge of safety policy and legislation relevant to the role through safety training.

Experience and Qualifications:

• Essential – Technical Experience & Knowledge: Extensive experience of maintaining IT infrastructure, including: VMware virtualisation, Veeam backup, Microsoft Active Directory, Microsoft 365, Cisco networking, firewalls, Storage Area Network (SAN) storage and Microsoft Azure cloud. Ability to conduct and direct research into IT issues and products as required.
• Essential – Skills & Attributes: A highly analytical mind, able to tackle a problem from different angles and make decisions quickly. Strong written and verbal communication skills. Good project management skills. Excellent interpersonal skills. Ability to present ideas in business‑friendly and user‑friendly language. Highly self‑motivated and self‑directed, with keen attention to detail. Proven analytical, evaluative and problem‑solving abilities. Ability to effectively prioritise and execute tasks in a high‑pressure environment. Exceptional customer‑service orientation. Experience of working in a team‑oriented, collaborative environment.
• Desirable: Relevant industry certifications, for example Microsoft, Cisco or VMware. Experience of mentoring or coaching junior team members.

Salary and Benefits:

We offer a competitive salary based on experience along with a full benefits package. Network Plus is proud to be an Equal Opportunity Employer. We celebrate diversity and do not discriminate based on race, religion, colour, nationality, sex, sexual orientation, age, veteran status, disability status, or any other applicable characteristics protected by law. We are Armed Forces‑friendly. We welcome applications from ex‑Armed Forces personnel, reservists, armed forces veterans, cadet instructors and military spouses/partners.