Infrastructure Support Analyst (LMS 2446)
Salary range: £42,159 - £47,071 per annum plus London Allowance £5,560 per annum
Permanent | Full time | Location: Hammersmith, London
Closing date: 30 June 2026
Overview:
The MRC’s Laboratory of Medical Sciences (LMS) is a scientific institute with a unique computing environment using Windows, Mac and Linux. In supporting world‑class scientific research, the post‑holder will contribute to an IT team responsible for delivering services that underpin pioneering scientific research.
IT infrastructure focussed (3rd line) duties including maintaining and delivering solutions and support to the core IT infrastructure consisting of; network, firewalls, storage, HPC, and physical/virtual servers
Assist and support the Head of IT in the delivery and improvements of all IT Services
Contribute to a team that delivers IT services supporting world‑class scientific research and enabling breakthrough discoveries. The role also collaborates with Imperial College London (ICL) and Imperial College Healthcare NHS Trust; stakeholders in the work that takes place at the LMS
Support client devices ranging from desktops, laptops, smartphones and tablets
Support a wide range of operating systems such as Windows, Mac and Linux
Work within the Cyber Essentials, ITIL and PRINCE2 principles particularly to support change management; planning and implementing changes to the IT infrastructure, leading and assisting projects and providing support to the team
Adhere to and promote legislative and LMS IT policies
Utilise a professional helpdesk solution for all operational work, task prioritisation, handling support requests and incidents
Main Duties:
Supporting and working in a small multiskilled team dealing with range of tasks supporting day-to-day IT activities, and working on projects associated with IT infrastructure including:
Provide expert 3rd line IT support across a broad range of hardware platforms and operating systems, taking ownership of specialist technical areas as required and ensuring Helpdesk tickets are resolved within agreed SLAs
Contribute to the development and implementation of IT strategy, infrastructure, projects, policies, and operational processes
Identify technical solutions for continuous improvement and to assist in the review of proposed IT infrastructure changes and their implementation
Undertake tasks and projects required and agreed with the Head of IT
Support IT team members by providing support at 2nd line when required and encourage inter-team working with stakeholders and colleagues
Resolve incidents and requests reported to the IT Support Desk and deal with escalations
Support and enhance the server, desktop and network estate to ensure maximum practical availability and efficiency
Deliver a professional, responsive, and customer-focused IT service ensuring high levels of efficient service
Balance the needs of clinical and research staff and their equipment and the associated computational infrastructure
Successfully deliver projects to agreed deadlines with a strong focus on quality and risk control
Actively develop skills and knowledge across IT infrastructure and services, staying informed of the latest innovations and best practices particularly within areas of deep technical expertise
Coach and mentor team members through sharing of knowledge and experience
Be a point of reference and lead in specialist areas and assist in the day-to-day activities of the IT Support Analyst’s
Maintain IT security standards and ensure compliance with relevant security policies and requirements
Have current knowledge of IT industry developments & standards including IT security
Team activities:
Foster effective collaboration across teams, working closely with stakeholders and colleagues
Demonstrate a strong understanding of, and ability to balance, the requirements of clinical and research staff, their equipment and the supporting computational infrastructure
Promote the sharing of knowledge, expertise, and best practices across the IT team
Maintain awareness of current IT developments, emerging technologies, and relevant standards
Contribute to technical discussions and decision-making through the Head of IT, supporting the evaluation, planning and implementation of proposed IT infrastructure changes
Review, support, and implement IT security policies in line with LMS requirements
Undertake additional duties and responsibilities as required and agreed with the Head of IT
Key Responsibilities:
3rd line IT support and IT infrastructure management across the entire IT estate, including some 2nd line duties when required
Windows and Linux server infrastructure deployment and in-depth management of these areas
Managing, creating, triaging and responding to IT requests to agreed SAL timelines via the IT ticketing resources
VMWare Virtualisation technologies management and maintenance
Linux server and desktop operating system management, troubleshooting and maintenance
Network infrastructure management and maintenance including; CISCO network administration, security and monitoring of the LAN and WAN connectivity including configuration, updating and monitoring of switches, routers and wireless access points
Large scale data storage (NetApp, Dell) solution management including NAS, direct-attached and backup storage platforms
HPC cluster configuration and administration within a Linux based environment
Windows, Mac, and Linux device management utilising device management software including JAMF and ManageEngine
Contributing to projects to agreed timescales, quality and risk with the support of the Head of IT
HPC management and maintenance (including Linux queuing software systems such as SLURM)
File sharing management using CIFS, SAMBA and NFS
Installing new operating systems, updates and releases, for Windows, Mac and Linux
Follow me printing infrastructure management
Racking servers, patching fibre optic and CAT5/6A cables
Contribution to the response to cyber security incidents, detection, mitigation and recovery
Ensure confidentiality, integrity and availability of all data used by applications across information systems
Provide hardware/software solution quotations where required using trusted suppliers
Ensure processes required for applications to function are running consistently
Providing instructions and training to staff when necessary
Analysing error trends and root causes aimed at reducing/minimising down time
Backup solutions management and maintenance
Preparing and maintaining documentation of all systems and databases and applications linked to them
Working Relationships:
The role reports directly to the Head of IT and involves carrying out all assigned tasks and projects as allocated by the Head of IT.
They will work as part of the LMS IT Support team and, on occasion, liaise with Imperial College IT personnel regarding specific shared resources and cyber matters.
The post-holder will collaborate with LMS research and administrative staff to provide IT support and contribute to project-related activities.
Task allocation across the IT team will be managed by the Head of IT, who will assess priorities and reassign responsibilities as needed
Education / Qualifications / Training required (will be assessed from application form):
Essential:
Degree level qualification in Computing/related field or equivalent professional experience
ITIL v4 Foundation or equivalent professional experience
Formal Windows training/Member of Windows Professional Inst. of equivalent professional experience
Formal Linux training/Member of Linux Professional Inst. or equivalent professional experience
Formal VMWare training/Member of VMWare Professional Inst. or equivalent professional experience
Desirable:
Formal training in networking (CISCO CCNA)
Formal training in storage technologies (NetApp, EMC) or equivalent professional experience
PRINCE2 Practitioner or equivalent project management experience
Knowledge and experience (will be assessed from application form and at interview):
Essential:
Expertise and experience of working in and supporting an IT Support Helpdesk at a 3rd line and infrastructure level
In-depth understanding and experience of managing Virtualised infrastructure i.e VMWare
Expertise and advanced management of IT network infrastructure and switch management (CISCO)
Ability to manage and implement projects effectively and efficiently with minimal supervision, a finite pool of resource, and against deadlines
Hands-on experience of server racking, and patching of fibre optic and Cat5/6 cabling
Expertise and in managing and configuring network firewalls
Expertise and in-depth knowledge Windows, Linux, and Mac desktop environments and the use and administration of device management solutions, specifically JAMF and ManageEngine
In depth expertise with Windows Server stack and Linux server environments including shell scripting within mixed-platform systems
Advanced capability in designing and managing a variety of storage technologies, with strong expertise in file sharing and authentication across Windows, macOS, and Linux environments (e.g. NFS, SAMBA, LDAP)
Experience with administering and maintaining backup technology solutions
Experience in managing and maintaining HPC clusters and queuing systems (i.e SLURM)
A high level of awareness of security matters in IT
Excellent written communication skills with a good command of the English Language
Desirable:
Experience in resolving customer complaints and conflict resolution
Knowledge of Cyber Essentials standard
Experience of optimisation of applications such as R, Matlab, Nagios, SLURM, Docker, Cognos, Open Stack, Cuda, Sigmaplot, Graphpad, Shiny Apps
Personal skills / Behaviours / Qualities (will be assessed at interview):
Essential:
Excellent verbal communication skills in English
Effectively plans, multitasks, and prioritises workload to achieve results, adapting quickly while maintaining control in challenging situations
Able to organise and prioritise resources to ensure short- and long-term targets are met
Be highly motivated, flexible and innovative in their approach to work
Capable of remaining productive and focused when working under pressure
Ensures appropriate engagement of colleagues with relevant stakeholders and issues
Able to self‑motivate when working independently, on projects, and collaboratively within a team
Able to develop and encourage cross-boundary working relationships
Values diversity and demonstrates respect for other team members
Contribute positively to IT and cross-functional teams and shares knowledge and skills
Desirable:
Experience of contributing to team debate to help identify future opportunities and team development
Displays ability to build appropriate networks and manage a range of stakeholder interests
Additional information:
Please upload your CV, the names and contacts of two references, along with a cover letter stating why you are applying for this post (showing evidence against the requirements as per the Job Description and Person Specification). Please quote reference number LMS 2446.
Please note that applications may be reviewed by both LMS and Imperial staff
