Job Description & Requirements
The Systems / Infrastructure Support Specialist provides advanced remote and onsite IT support to clients as part of our Service Desk team, acting as an escalation point for complex incidents, service requests and infrastructure issues.
The role requires a broad technical skill set across Microsoft 365, Windows Server, endpoints, networking and infrastructure, with particular strength in network troubleshooting and infrastructure support.
The successful candidate will be comfortable managing day-to-day Service Desk tickets as well as more complex technical escalations. The role will also support infrastructure projects and changes, with experience in areas such as office moves, wireless deployments, access point and switch migrations, firewall replacements and infrastructure refreshes considered advantageous.
This is a client-facing MSP role requiring strong technical troubleshooting, ownership, communication and sound technical judgement.
Principal Accountabilities
Technical Support
- Provide advanced second-line support for incidents and service requests escalated from L1 engineers.
- Troubleshoot and administer Windows Server, Active Directory, Group Policy, DNS, DHCP, file shares, print services and virtualisation platforms.
- Support Microsoft 365 services including Exchange Online, Teams, SharePoint, OneDrive, Entra ID and Intune.
- Troubleshoot and support firewalls, switches, wireless access points, VPNs, VLANs, routing and ISP connectivity.
- Configure and support network infrastructure across client environments, including firewall policies, switching, wireless networks and site connectivity.
- Support infrastructure technologies including Cisco Meraki, Sophos, Fortinet, Aruba, Hyper-V, VMware, backup and endpoint security platforms.
- Perform firmware upgrades, patching and lifecycle maintenance for servers, network devices and endpoint systems.
- Investigate recurring technical issues and contribute to root cause analysis, permanent fixes and knowledge base improvements.
- Act as a technical point of reference within the Service Desk for network and infrastructure-related incidents while continuing to support the wider range of Service Desk technologies.
- Escalate to senior engineers or Technical Architects when design-level changes or specialist expertise are required.
Service Delivery
- Take ownership of escalated customer issues through to full resolution within SLA.
- Provide both remote and onsite support for client incidents, changes and service requests.
- Manage a varied Service Desk workload across user, Microsoft 365, server, network and infrastructure issues.
- Coordinate with third-party vendors, ISPs and software providers through to successful resolution.
- Raise and manage change requests, incident reports and implementation documentation where required.
- Maintain accurate ticket notes, resolution steps, root cause findings and customer communication updates.
- Identify when work falls outside BAU support scope and appropriately recommend project or prepaid-hours engagement.
- Proactively manage customer expectations where SLA risk, technical complexity or third-party dependencies are identified.
Projects & Infrastructure Changes
- Support infrastructure projects including office moves, office fit-outs, infrastructure refreshes, server migrations, firewall replacements, wireless deployments and network upgrades.
- Support the deployment and migration of switches, wireless access points, firewalls, servers and other infrastructure equipment.
- Assist with access point and switch migrations, including pre-deployment preparation, onsite installation, configuration, testing and post-change validation.
- Support network cutovers and infrastructure changes while working to agreed implementation and rollback plans.
- Work with Project Managers and Technical Architects on project deliverables and deployment activities.
- Contribute to implementation plans, rollback plans, change documentation and post-change validation.
- Maintain appropriate infrastructure documentation, including network diagrams, device information, configurations and as-built records.
- Participate in structured cabling, rack setup, patching and server room activities where required.
- Provide onsite technical support during infrastructure deployments and migrations where required.
Team & Organisational Contribution
- Mentor L1 Service Desk Analysts and provide technical guidance on escalated tickets.
- Share networking and infrastructure knowledge with other members of the Service Desk.
- Contribute to internal SOPs, knowledge articles, runbooks and technical documentation.
- Support continual improvement initiatives across service delivery, ticket quality and monitoring standards.
- Maintain accurate time entries, technical notes and billing-related updates in the ticketing system.
- Work closely with Client Service Managers, Account Managers, Project Managers and Technical Architects to support client outcomes.
Skills & Experience
Essential
- Minimum 3 years of experience in an MSP, IT infrastructure support or Service Desk L2 environment.
- Strong troubleshooting skills across a broad range of IT support technologies.
- Good hands-on experience with Windows Server, Active Directory and Microsoft 365 environments.
- Strong networking knowledge, including switching, VLANs, VPNs, firewalls, wireless networking, routing and ISP troubleshooting.
- Experience supporting network and security platforms such as Cisco Meraki, Sophos, Fortinet, Aruba or similar technologies.
- Working knowledge of Hyper-V, VMware, backup solutions and endpoint security tools.
- Experience supporting both remote and onsite client environments.
- Familiarity with ServiceNow or similar PSA/ticketing platforms, patching tools and monitoring systems.
- Ability to independently investigate and resolve complex technical issues while recognising when escalation is required.
- Excellent written and verbal communication skills.
- Strong ownership and the ability to manage multiple Service Desk priorities.
Advantageous
- Experience supporting infrastructure projects alongside BAU Service Desk responsibilities.
- Experience with office moves, office fit-outs or new office infrastructure deployments.
- Hands-on experience with access point and switch migrations or refresh projects.
- Experience with firewall replacements, network migrations or site connectivity changes.
- Experience performing onsite network cutovers and post-migration testing.
- Experience with server migrations or infrastructure refresh projects.
- Experience producing network diagrams, implementation plans, rollback plans and as-built documentation.
- Experience working in an MSP environment supporting multiple customer environments.
Preferred Certifications
- Microsoft certifications covering Azure, Microsoft 365, Windows Server or endpoint management.
- CCNA or equivalent networking certification.
- Fortinet, Sophos, Cisco Meraki, Aruba or equivalent vendor certifications.
- ITIL Foundation or equivalent service management certification.
Key Attributes
- Service-oriented with a strong focus on customer experience.
- Broad technical curiosity and willingness to work across different technologies rather than specialising in only one area.
- Strong troubleshooting and analytical skills.
- Comfortable taking ownership of complex issues through to resolution.
- Able to work independently while collaborating effectively with the wider technical team.
- Calm and methodical when dealing with outages, escalations and infrastructure changes.
- Willing to share technical knowledge and support the development of junior engineers.
- Comfortable working both remotely and onsite at customer locations.
