The IT Infrastructure Analyst II is a mid-level support role within the IT Infrastructure team, responsible for supporting the deployment, maintenance, and troubleshooting of core infrastructure, whilst delivering first-class customer support. This position is ideal for those with 1-3 years’ experience in an enterprise IT environment.
The role will primarily focus on customer support and assisting infrastructure engineers with project work and day-to-day operations, contributing to a secure, reliable, and high-performing infrastructure environment. Candidates will gain exposure to user endpoints, virtual machines, NAS and cloud-based storage, cloud platforms, identity and directory services, backup and recovery, and infrastructure monitoring tools while developing technical and professional skills. The role also offers cross-functional exposure with Network Services, Applications, and Operational teams, giving the candidate an opportunity to gain experience in LAN/WAN, security, SQL, AI, and development environments.
Role and Responsibilities
Infrastructure Support & Operations
- Support end users, sites, and operations through service desk toolset, ensuring customer service is a priority
- Report service desk metrics to leadership on a recurring basis, identifying opportunities for improvement via methods such as pareto
- Assist in the configuration and maintenance of systems, applications, and tooling
- Support day-to-day infrastructure operations, including monitoring performance, preventive maintenance, and responding to issues
- Help troubleshoot basic VM, storage, cloud, identity, security, and performance problems under guidance from senior engineers
- Assist with access and configuration changes following established procedures
Project Support
- Support infrastructure deployment activities for site implementations and upgrades, including Unifi Access/Protect, on-premise servers/storage, endpoint deployment, and general go-live activities
- Assist with gathering requirements and documenting infrastructure configurations
- Participate in implementation activities including build, testing, and validation of infrastructure solutions
- Help create and maintain documentation for infrastructure builds and changes
Monitoring & Maintenance
- Monitor and help to maintain infrastructure systems using standard tools (e.g., Zabbix, CATO, Crowdstrike, O365) and elevate issues as needed
- Assist with maintaining infrastructure documentation, diagrams, and inventory/asset records
- Help ensure systems align with company standards for security and performance
- Work closely with infrastructure engineers, IT teams, and external vendors to support project delivery
- Engage in cross-functional activities with key teams (Network Services, Applications, Operational Technology)
- Participate in team meetings and contribute to problem-solving discussions
- Continuously develop technical knowledge through training, certifications, and hands-on experience
- Learn through exposure: support tickets, meetings, documentation, articles, senior team members, AI
- Have an appetite to push the boundaries with AI tools such as Claude, CoPilot, and Cursor
- Develop junior team members in a cross-functional capacity
Experience
- Bachelor’s degree in Computer Science, Information Technology, or a related field (or equivalent academic experience)
- Minimum 1 year in an enterprise support environment, with an emphasis on end-user support
- Understanding of infrastructure concepts including
- Windows and Linux server operating system
- Virtualization fundamentals (e.g., VMware, Hyper‑V)
- Office 365 and Azure/Entra experience essential
- Security fundamentals including conceptual understanding of firewalls, EDR, vulnerabilities
Preferred
- Familiarity with Crowdstrike or similar EDR
- Familiarity with DNS, DHCP, NTP, SFTP, RDP
- Appropriate certifications from Microsoft, CompTIA, ISC2, or similar
- Familiarity with security concepts and best practice including firewalls, policy, email filtering, web filter
- Experience deploying physical and virtual server and storage infrastructure
- Experience with file shares
- Experience with AI tools (Cursor, Claude preferred)
- Eagerness to learn and grow in a technical environment
- Strong attention to detail and problem-solving ability
- Strong focus on SLA’s and customer service
- Ability to follow processes and work under guidance
- Effective communication with both technical and non-technical team members
- Organizational and time management skill
- Strong willingness to learn and develop technical skills
- Strong troubleshooting and analytical skills
- Strong communication and teamwork skills
- Ability to work independently and maintain own workload
- You will predominately work from home with ‘in-office collaboration’ periods in Hinckley (currently 8 weeks per year)
- Occasional lifting of light equipment (up to 15 kgs)
- May require limited travel to sites in UK and Europe
- Occasional off‑hours work may be required to support deployments, projects, and maintenance
- On-call rota based on ability to support the business
