3rd Line Support Senior Infrastructure Engineer

Client requires a multi skilled Senior Infrastructure Engineer with SC Clearance to support their team in Victoria, London.

This is a key role where you'll dedicate a significant portion of your time contributing and driving key IT projects, ranging from mobile device management and laptop deployments to Intune backup solutions with their support partners.

This Infrastructure role provides IT support and Digital Transformation Technologies across a broad range of Cloud, On Premise Technologiese, Azure and Microsoft 365, as part of the migration and decommissioning of remaining on-premises infrastructure as part of Cloud Migration Strategy.

You will also be crucial for 3rd line support resolving issues and providing expert assistance for Microsoft 365 services, with a strong emphasis on Microsoft Teams Meeting Room support alongside general M365 (Teams, Exchange, OneDrive, Windows 10/11) troubleshooting in addition you will be required to liaise with clients network support partners for Cisco Network related incidents and vulnerability remediations.

Also suppoting operations and administration, including extensive Microsoft Teams Meeting Room administration, vulnerability management, and managing system lifecycles.

Responsibilities:

Responsibilities & Skills

This Senior Infrastructure Engineer supports IT operations, with a focus on providing high-level support, maintaining systems and driving key IT projects.

Essential Skills & Responsibilities

The following skills and experiences are essential

3rd Line Support Expertise

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 & Administration

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 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

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

This is not a remote role.

Some occassional travel required to other locations

Key skills/competencies required:

Required Technical Skills & Experience

This role demands strong technical proficiency across various Microsoft technologies and IT infrastructure components, including:

Microsoft 365 Ecosystem:Advanced 3rd line support for Microsoft 365 services (Teams, Exchange Online, OneDrive

Extensive administration experience with Microsoft 365 including Exchange, Teams, Surface Hub, Intune, Entra ID (Azure AD), and MFA.

Proficiency in administering and provisioning Microsoft Teams Meeting Rooms (MTR Teams Panels) and associated telephony solutions.

Expertise in Mobile Device Management (MDM), specifically with Intune for BYOD and fully managed handsets, including policy/configuration review and deployment.

Experience with Intune Backup and Restore solutions, leveraging Azure Backup.

Knowledge of Windows 11 deployment processes, including Intune and AutoPilot configurations.

Operating Systems & Scripting:

3rd line support for Windows 11 operating systems and BYOD mobile devices.

Ability to support and troubleshoot scripts written in Microsoft PowerShell.

Core Infrastructure & Operations:

Experience responding to and managing incidents, problems, and changes within ServiceNow.

Familiarity with On-Premises Active Directory/GPO for limited administration tasks.

Understanding and experience in Systems Lifecycle Management for on-premises hardware and software.

Experience interacting with and escalating issues to external support services like Microsoft Support Services and Wavenet Network Support.

Beneficial Skills & Experiences

These experiences would be advantageous but are not mandatory for the role:

Experience administering Canon Uniflow Cloud Printing Service.

Experience administering Microsoft Azure Backup Server (MABS) and Azure Backup.

Experience administering VMWare ESI.Experience administering Nutanix HCI Appliances.

Familiarity with administering and troubleshooting Cisco DNA Networks

Experience administering and upgrading Trellix

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