3rd Line / Infrastructure Engineer REF: 918

July 25, 2024
Apperley Bridge, Bradford, United Kingdom
Job Type
Work Hours
37.5 (flexible working)
IT Support BAU and Projects
3rd Line abilities across the Microsoft and Virtualised stack
Contact number
0113 299 0570
25 days holiday rising to 28 days plus bank hols
Additional Benefits
Pension 6% and Flexi working
West Yorkshire


Job Title​:  Infrastructure Engineer / 3rd Line Support

Job Purpose​:

Provide a high level of service support and maintain the systems and infrastructure, with the responsibility of identifying and implementing new developments, which are aligned with the organisation’s strategy.


This major transport organisation, based in North Leeds, are looking for an Infrastructure Engineer that is comfortable supporting all BAU areas of the IT domain.  You will also enjoy fast-paced environments and working on time specific projects. The organisation is re-engineering their physical IT estate; which will include an upgrade to their IT facilities, which given time, will also include an all new SMART platform / IOT (internet of things) environment.  This will be a challenging, yet exciting role, within a secure, structured enviroment covering an array of technologies.

Principal Duties and Responsibilities

  • Deliver systems and requirements in-line with the IS strategy and the key strategic objectives.
  • Serve as a resource and technical expert to the Head of Information Systems and the wider business.
  • Assists in the training of department members, end users and new employees.
  • Develop and update documents pertaining to system or software procedures, requirements and changes.
  • Perform maintenance and backup functions for key systems. Resolving issues of diverse scope by reviewing and analysing identifiable factors.
  • Collaborate with the IS department and key end users by conducting requirement and needs analysis.
  • Conduct testing of systems when required, to ensure efficiency and accuracy, using the appropriate software tools.
  • Implement and maintain system security and data confidentiality, integrity and availability across the network.
  • Design, develop, modify, and maintain infrastructure solutions ensuring that the highest level of availability is always achieved.
  • Administer, maintain, develop and implement policies and procedures for ensuring the security and integrity of critical systems and issues related to applications support and availability.
  • Work with other department members to facilitate the sharing of information between various departments and systems.
  • Work with other systems analysts in the design, development and modification of enterprise solutions.
  • Analyze and assess business needs and deliver solutions to address those needs while optimising performance and scalability.
  • Provide accurate and timely resolutions to challenging technical problems while representing the team in a positive, professional manner.
  • Provide support to users during normal business hours and when required in accordance with the on-call rota.
  • Provide support by both telephone and user visits where appropriate to ensure quick resolution of software and hardware problems, in line with department SLA’s.
  • Install, configure, support, troubleshoot and document all areas of the infrastructure.
  • Troubleshoot hardware and software problems for all supported platforms within the business.
  • Test, install and configure new hardware and software solutions.
  • Log all calls into the service desk application to ensure that statistics and analysis of all calls can be made.
  • Assess and advise the Head of Information Systems on the potential benefit to the organisation, of specific system hardware or software developments or products.
  • Ensure that users are kept informed of the status of any outstanding calls.
  • Carry out project management, through its entirety, of new and existing system implementations and upgrades.
  • Carry out 'ad-hoc' tasks when requested to assist with the security and smooth running of IT systems and to ensure a high level of support for users.
  • Contribute to and perform according to the required business and departmental standards.
  • Perform system checks in line with procedures set.
  • Maintain department inventory and equipment specification files. To maintain error logging of system faults and liaises with users and suppliers to resolve faults.
  • Assist with the production of departmental reports on a regular basis.
  • Liaise with suppliers and contractors for supply of equipment and services, ensuring that the control of cost base is taken into consideration.
  • Be offered the opportunity to provide a callout service (on a 1 in 5 rota basis) for operational systems outside of normal working hours.  This option will be remunerated in yearly salary
  • Provide weekly reviews of work completed, work in progress and planned work to the Head of Information Systems and member of the department.
  • To undertake training as deemed appropriate within the department and through liaison with the Head of Information Systems.
  • Provide critical and key system support and maintenance for operational systems outside of normal working hours.
  • Any other tasks as requested by Head of Information Systems.

SKILLS: Required

Proven background working as a 2nd/3rd Line Support Analyst within a Service Desk environment.

Excellent technical knowledge and experience of supporting Windows Operating Systems and Microsoft Office Software

Good working knowledge of Microsoft Windows Server and Active Directory Network Services (Inc., but not limited to TCP/IP, DNS, Group Policy, and DHCP).

Good working knowledge of Microsoft Exchange.

Sound awareness of cyber risk and the importance of security hardening to safeguard business systems.

Customer focused, with experience of providing advice and guidance to customers over the telephone, e-mail and Internet with a proven track record of service delivery.

Organised and methodical, with the ability to work to targets and goals unsupervised.

Enthusiastic, self-motivated team player with the ability to work within a demanding environment and be able to demonstrate a logical approach to problem solving.

Patience and ability to remain calm under pressure, whilst showing initiative at all times and an ability to apply a lateral thought process to problem resolution.

SKILLS: Desirable

Azure and Office365

SQL Server (Administration activities including: installation, performance tuning, security, analysis and reporting, backup and recovery).

A sound working knowledge of IP Routing and VLAN configurations.

Strong understanding of secure firewall configurations, including, but not limited to 2-factor SSL VPN’s and granular access policies.

Good working knowledge of VMware, including monitoring, provisioning, housekeeping and troubleshooting activities to maintain a stable environment.

Experience of delivering IT projects from inception to transition into production support.

Experience of supporting and administrating a VMWare vSphere virtual environment.


Proven 5+ years’ commercial support experience (Inc. 1st to 3rd line).

5+ years’ experience supporting Microsoft Exchange - 2010 (and onwards)

5+ years’ experience supporting a Microsoft Windows Server environment - 2008 (and onwards).

5+ years’ experience supporting Windows Active Directory and the associated services (Inc DHCP, DNS, Group Policy).

5+ years’ experience supporting Microsoft Windows Desktop Operating Systems and associated applications (i.e. MS Office).

Flexible approach, able to cover on-call if agreed and willing to work out-of-normal working hours as necessary,and when requested by the Head of Information Systems.  * On call and out of hours is an optionable task and will be remunerated and reflected in yearly salary


3+ years’ of experience with administrating Microsoft SQL Server.

3+ years’ experience supporting Microsoft Office SharePoint Services.

3+ years’ experience supporting and maintaining secure firewall configurations.

Experience in the maintenance and repair of current IT equipment and systems.

3+ years’ experience supporting and maintaining network infrastructure services, including IP Routing and VLAN configurations.

Experience of working to an ITIL framework.

OTHER Requirements:

Comfortable discussing complex technical scenarios and solutions with varying customer skill levels.

Excellent interpersonal communication skills.

Excellent analytical and problem solving skills.

Organised and able to manage conflicting work priorities.

Professional appearance:

Car – to cover onsite support out-of-hours if and when required

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