Infrastructure Engineer - Network or Server Specialism (Network-Led)

Infrastructure Engineer - Network or Server Specialism (Network-Led)

Core Responsibilities

End User Computing:

• Provide L1/L2 support for desktops, laptops, printers, peripherals and business applications.
• Install, configure and troubleshoot Windows 11 endpoints, Microsoft 365 applications and LOB applications.
• Manage endpoint deployment, software installation, patching and endpoint security.
• Support user onboarding, offboarding, account provisioning and device allocation.
• Coordinate warranty repairs and OEM/vendor support for faulty equipment.

ITSM & Service Delivery:

• Manage incidents, service requests and changes through the ITSM platform within agreed SLAs.
• Perform categorisation, prioritisation, troubleshooting, escalation and resolution.
• Participate in Major Incident Management and contribute to root cause analysis.
• Follow Change Management processes for all infrastructure and production changes.
• Maintain knowledge base articles, SOPs, asset records and technical documentation.

For candidates whose primary depth is networking.

You will own:

• Administration and troubleshooting of LAN, WAN, VLAN, Wi-Fi, VPN and internet connectivity.
• Enterprise routers, switches, firewalls and access points.
• Routing, DNS, DHCP, NAT, latency and packet-loss diagnosis.
• Site-to-Site and Remote Access VPN.
• Firewall policy changes, port requirements and network security controls.
• ISP and network vendor coordination for incidents and outages.
• Network diagrams, IP addressing schemes and configuration records.
• Working knowledge expected in: Windows Server administration, Active Directory, Group Policy, basic virtualisation and backup operations — sufficient to triage and escalate.

Performance Measures

Performance in this role will be assessed primarily against:

• SLA achievement across incidents and service requests
• Mean Time to Resolve (MTTR)
• First-time resolution rate
• Patch and security compliance
• Quality and currency of technical documentation.

Qualifications

• Bachelor's Degree or Diploma in Computer Science, Information Technology, Electronics or a related discipline.
• Certifications preferred, relevant to your specialism: CCNA, Fortinet NSE or Sophos (network); Microsoft/Azure, VMware or Hyper-V (server); ITIL Foundation (either); AWS or Azure or GCP or other cloud.

Key Competencies:

• Strong troubleshooting and analytical ability

• Ownership and accountability

• Clear verbal and written communication

• Documentation and process discipline

• Composure during critical incidents

• Effective both independently and within a small team.

• Skills & Experience

Essential:

• 4-8 years in IT Infrastructure, Wintel, Network or Technical Support roles.
• Demonstrable depth in either enterprise networking or Windows Server administration.
• Windows 10/11 and Microsoft 365 endpoint support.
• Working understanding of TCP/IP, DNS and DHCP.
• Hands-on experience with an ITSM tool (ServiceNow, Jira Service Management, ManageEngine, osTicket or equivalent).
• Understanding of ITIL-based Incident, Problem, Change and Service Request Management.
• Experience working with vendors, ISPs and OEM support teams.
• Ability to troubleshoot independently and manage competing priorities under pressure.

Essential — Specialism A (Network):

• Routing and switching fundamentals; VLAN configuration.
• Firewall administration — Fortinet, Sophos, Cisco, Ubiquiti or equivalent.
• VPN, NAT and network security concepts.

Desirable:

• PowerShell scripting.
• Basic Linux administration.
• Monitoring platforms — Grafana, PRTG, Zabbix or equivalent.
• Endpoint security and antivirus platform administration.