Senior Infrastructure Engineer

Senior Infrastructure Engineer is crucial to our IT operations, with a focus on providing high-level support, maintaining our systems, and driving key IT projects. Essential Skills & Responsibilities The following skills and experiences are crucial for success in this role: * 3rd Line Support Expertise (30% of time): * * Proficiency in responding to system events, user requests, incidents, problems, and changes within ServiceNow. * Acting as the primary EUC (End User Computing) Lead, including managing supplier support meetings to translate CIs into work items, align support priorities, and address vulnerabilities. * Providing comprehensive 3rd line support for Microsoft 365 (Teams, Exchange, OneDrive, Windows 11 operating systems) to ensure top-tier service. * Providing comprehensive 3rd line support for Microsoft Team Meeting Room (MTR) devices, such as Surface Hub, Cisco Desk Pro, Logitech Panels * Experience as a support interface, effectively escalating issues and requests to external providers like Microsoft Support Services and Wavenet Network Support. * Demonstrated ability to take ownership and drive the resolution of IT problems. * Competence in creating and updating knowledge base articles. * Operations & Administration (20% of time): * * Strong ability to create and update documentation and produce internal "how-to" guides. * Facilitating cross-training for team members, including smooth handovers and training for support staff post-implementation. * Extensive experience with Microsoft 365 administration (Exchange, Teams, Surface Hub, Intune, EntraID, MFA). * Proven capability in provisioning Single Sign-On. * Proficiency in the provisioning and administration of Microsoft Teams Meeting Rooms equipment (MTR Teams Panels) and Telephony. * Working with our suppliers triaging and supporting the remediation of Cisco Network related vulnerabilities. * Skill in supporting and troubleshooting scripts written in Microsoft PowerShell. * Experience with limited administration of On-Premises Active Directory/GPO. * Strong capability in providing comprehensive and timely communications to key stakeholders. * Managing daily morning checks and coordinating any necessary remediations. * Experience working with vendors and their support representatives to resolve software issues or hardware failures. * Proficiency in the production of Requests for Change, test plans, and test procedures. * Project Support & Delivery (50% of time): * * Active involvement in Mobile Device Management (MDM) projects, collaborating with teams and suppliers on the deployment of new Intune BYOD and Fully Managed handsets, reviewing policies, testing, documenting outcomes, and creating user guides. * Contribution to Intune Backup and Restore initiatives, working with suppliers to deliver immutable Intune Backup and Recovery solutions leveraging Azure Backup. * Participation in Laptop Deployment projects, supporting the rollout of new Windows 11 laptops, reviewing proposed policies and Intune/AutoPilot configurations, testing, documenting outcomes, and creating user guides/knowledge base articles. Working Environment & Requirements * You'll work on an agreed support rota to ensure coverage from 08:00 – 18:00, with core hours of 09:00 – 17:00, Monday to Friday, on-site in Victoria, London. * Due to the nature of the role, occasional (paid) weekend work will be required for vulnerability remediations, as well as occasional overnight visits to our Newcastle office