3rd Line Infrastructure Support Engineer — Hybrid (Liverpool)

Location: Liverpool City Centre on a Hybrid working basis

Working Hours: 37.5 hours, Monday to Friday between 08:00 to 17:30 on a 4-week rolling rota basis. There will be a requirement of out of hours on call support.

Acorn Insurance are looking to bring in an Infrastructure Support Engineer for a hands-on technical support role within our Group Infrastructure support team, where you will be acting as a 3rd line escalation point for complex incidents, monitoring, managing and delivering secure, scalable, and supportable technical solutions across our physical infrastructure estate, including networking and end-user computing.

• Provide 3rd Line BAU technical support to the 2nd line internal IT Helpdesk
• Provide a supportive role to our cloud platform team for activities and management of elements in our Azure cloud environment
• Use your expertise of classic infrastructure disciplines, technologies & best practices to participate in the deployment, management of the on-premises infrastructure, ensuring all infrastructure assets and interfaces have appropriate monitors, alerts, backups and recovery plans in place.
• Ensure all systems are adequately monitored; externally and internally, with appropriate alerting
• Work with business on cloud telephony projects and change management
• Manage the Active Directory and associated services including internal and external secure certificates
• Perform scheduled operational resilience recovery tests
• Perform monthly, security and critical updates to all assets across the infrastructure
• Support our zero-trust solution for end-user secure connections and access.
• Work with SecOps performing vulnerability remediation actions and updates, and audit processes.
• Work with InfoSec and DPA function, with all audit process and requests, and follow incident response processes.

Although this role does not directly deploy and manage the Azure infrastructure, it is expected that this role will manage elements of our cloud infrastructure.

• IT Support background and ticket management
• Practical experience delivering and supporting a broad variety of traditional infrastructure disciplines & technologies; network, server, storage, security
• Experience with Backup solutions and recovery processes
• Practical understanding of MS Exchange, Exchange Online & Office 365
• Experience of SFTP, automation incl. PowerShell scripting or similar
• Proactive and logical approach to fault identification, troubleshooting and problem solving
• Experience of creating and maintaining technical solution documents
• Awareness of ITIL methodologies

• Network technologies; Firewalls, Switches, WAN, LAN, VPN, DNS and protocols
• FTP/SFTP and automations
• Domain, Certificates & SSL management
• Microsoft Windows Server Operating Systems
• Virtualisation solutions; VMWare & Hyper-V
• RDS/VDI solutions
• Backup & Recovery
• Telephony solutions, pref. cloud-based
• Working within a ticket management system with SLA and KPI adherence
• Security risk awareness and remediation

At Acorn Insurance, we’re proud of our Liverpool roots — and even prouder of how far we’ve come. As part of the Acorn Group, we bring over 40 years of specialist insurance expertise to the table. From humble beginnings, we’ve grown into a national leader, now employing 1,700+ people across the UK and reached a milestone £750 million in total value of insurance policies written in 2024.

We’re growing fast, with new opportunities emerging every week. That growth is largely due to the values we share:

• We run through walls for our customers and each other
• We challenge the status quo
• We succeed when we help those around us succeed
• We decide quickly when the smart thing to do is use our judgement

A maximum of 35 days’ holiday (depending on role and tenure) including bank holidays, with additional buy/sell options.

24/7 mental health support & free counselling available.

Grow with us: Through career fairs, leadership programs, and learning on the go!

Flexible benefits, including early access to salary via our internal platform.

Hybrid working options to support work-life balance and individual needs.

These aren’t just words — they’re the principles we live by. And we’re proud to back them up with real action, earning recognition and accreditation from leading organisations that share our commitment to people and growth:

• Mindful Employer – championing mental health and wellbeing
• Disability Confident Level 1 & 2 – creating accessible, inclusive opportunities
• Menopause Friendly accredited – supporting every stage of life
• Armed Forces Covenant signatory – honouring those who serve
• Armed Forces Defence employer recognition scheme - Supporting those who serve
• Great Places to Work 2024/25 – fostering an engaging and positive workplace culture
• Best Place to Work for Development – proud to be investing in people’s future
• Best Place to Work for Women – breaking down barriers to women's career progression

If you’re looking for a company with a strong culture, real career progression, and a people-first approach — all rooted in the heart of Liverpool — Grow with Acorn.

We’re really excited that you’re considering joining Acorn! To help everything go smoothly, here are a couple of things to keep in mind:

• If your application is successful, we will commence relevant employment checks prior to you commencing employment with us. These will include a standard criminal record check and an insolvency register check.
• Visa Requirements: Because our training is quite comprehensive, we can only consider applicants who have at least one year remaining on their Graduate or Post-Study Work visa. At the moment, we’re not able to offer visa sponsorship.
• We’re Here to Support You: We’re committed to creating an inclusive, supportive workplace where everyone can flourish. If you need any adjustments during the recruitment process—or once you’re part of the team—just let us know. Whether it’s flexible hours, adapted equipment, or a bit of extra support, we’ll work with you to make sure you can do your best work.