Working within our managed services team the Infrastructure Services Analyst would operate within a fast-paced MSP environment. Successful candidates must have a modern endpoint management background with infrastructure and network support background being desirable.

The Infrastructure Services Analyst would help deliver comprehensive 3rd line support around our Intune managed services. The successful candidate will play a key role in providing in depth technical support across a variety of clients Intune and SCCM instances with proactive health checks, compliance, and configuration policies as well as autopilot and application packaging. Support including the wider Microsoft stack, VMware, networking, various firewall, storage, and backup vendors may also be required and is desirable.

The main responsibilities are:

• Provide 3rd line support to customers, resolving complex technical issues related to their Intune tenants.
• Perform regular patching, monitoring, and maintenance activities to ensure the stability and security of client systems.
• Collaborate with team members and customers to troubleshoot and diagnose issues promptly, ensuring timely resolution.
• Primarily work with Microsoft’s Modern Endpoint management solutions, may also have to work with other technologies including the rest of the Microsoft stack, VMware, firewall vendors, storage vendors, backup vendors, and networking equipment.
• Utilize ITSM tools to log, track, and manage customer tickets, ensuring accurate documentation and timely updates.
• Participate in a shift-rota during core business hours M-F / 0800 – 1800
• Participate in an on-call rotation to provide out-of-hours support outside of core business hours.
• Providing excellent customer service via the telephone, ticketing system, email system and face to face.
• Adhere to change management processes.
• Maintain high levels of incident ownership through the incident lifecycle to a satisfactory customer resolution.
• Understand, adhere to, and promote IT security best practices.
• Completing administrative tasks, acknowledging events, checking security logs, logging, and progressing change requests.
• Occasional infrastructure support and patching outside of core business hours.
• Ongoing documentation of network, infrastructure, and related processes.
• To always be willing to carry out any other reasonable request.
• Adhere to asset and access management policies and procedures.
• Support objectives as defined in the company’s information security policy.
• Perform your tasks in support of data and information security

Ideally, you will already have:

• Broad and up to date technical knowledge of key vendor products
• Understanding of ITIL
• Ability to prioritise work, with minimum supervision and use initiative to ensure that deadlines are met.
• Ability to work on your own and as part of a team.
• Strong attention to detail in logging/updating support tickets and technical documentation.
• Excellent customer service skills & problem-solving skills
• Flexible and adaptable as the business demands
• Ability to work under pressure.
• Must have a “can do” attitude at all times.
• A genuine interest in technology.
• Experience and knowledge working with an ITSM tool.
• Excellent communication and interpersonal skills, with the ability to collaborate with other teams and departments.
• Ability to work in a fast-paced, shift-based work environment, and to adapt to changing priorities and demands.
• Strong organisational skills, with the ability to accurately log and track incidents.
• Commitment to ongoing professional development and staying up to date with the latest trends and developments in the IT industry.
• Healthy dose of common sense.

Qualifications and experience

• Industry certifications (e.g., Microsoft Certified, VMWare Certified) are a plus.
• Minimum 2 years’ experience in an IT infrastructure support or similar role.

We provide all employees with the skills needed to do their job by offering personal development plans and encourage applications from anyone who thinks they can bring what is required to the role. So, even if you don’t meet every point detailed in the criteria above, we encourage you to still apply – simply explain how your current skills and experience are relevant in your application.