IT Infrastructure and Operations Engineer

The IT Infrastructure and Operations Engineer will provide IT infrastructure and operational support across cloud services, business applications, and core networking systems. This role will play a pivotal part in supporting a newly merged organisation, with key responsibilities including the management of a new Microsoft 365 tenant, ensuring system availability, performance, and compliance, while delivering high-quality end-user support and training. A major focus will be on establishing and maintaining robust governance, controls, and security protocols within the tenant environment.

Responsibilities

Infrastructure Services

· Contribute to the standardisation of infrastructure technologies across all service areas.

· Support initiatives aimed at enhancing infrastructure availability, resilience, and overall performance.

· Provide technical assistance for physical infrastructure at operational sites, including server rooms, structured cabling, peripheral devices, and meeting room technologies.

· Collaborate with external partners to maintain and troubleshoot wireless networks, LAN connectivity, switches, and firewalls.

· Administer core network services such as DNS and DHCP.

· Assist in the delivery and maintenance of Entra ID and Office 365 Services, including the configuration and management of Policies, Security Groups, User and Computer accounts within a cloud environment.

· Ensure consistent availability and performance of servers hosted within Microsoft Azure.

Office 365 Cloud Services

· Administer and monitor the Microsoft 365 platform in coordination with the designated Microsoft partner.

· Facilitate the onboarding and governance of Microsoft Teams and SharePoint document libraries, ensuring compliance with organisational standards.

· Support the data migration projects from legacy systems to Microsoft 365, with a focus on SharePoint integration.

· Manage and restrict guest access within the Microsoft 365 tenant to uphold security protocols.

Device and Mobile Management

· Support the deployment and configuration of Microsoft Intune across the organisation.

· Enhance endpoint security through the implementation of BitLocker, Microsoft Defender for Cloud, and Zero Trust Network Access (ZTNA) solutions.

· Assist in the centralisation and standardisation of endpoint management policies and procedures.

IT Operations and Maintenance

· Conduct regular system backups, manage retention schedules, and perform restoration testing to ensure data integrity.

· Monitor system performance and capacity, proactively addressing potential issues.

· Adhere to ITIL best practices, including incident, problem, and change management, with appropriate documentation and approval workflows.

· Maintain accurate asset inventories and comprehensive technical documentation.

· Develop, implement, and enforce IT policies, standards, and operational guidelines across the organisation.

· Ensure all work is recorded and managed via the ITSM service desk platform

Support and Training

· Provide technical support to end-users for hardware, software, and application-related issues.

· Deliver training sessions and create user documentation for collaboration tools such as SharePoint and Microsoft Teams.

· Respond to service desk requests in a timely manner and escalate issues as necessary.

· Work with the MSP to ensure timely resolution of user tickets.

Security and Compliance

· Assist in the development and maintenance of security frameworks, including ISO 27001 and Cyber Essentials Plus.

· Implement organisational security policies and procedures.

· Support the deployment and ongoing management of security tools and updates.

· Improve Microsoft secure score, ensure robust authentication practices, and implement Microsoft's recommended security configurations.

Business Applications Management

· Support the operational integrity and availability of key business applications, including Microsoft Dynamics 365 (D365), Sage Intacct, SAP Concur, HubSpot, Middleware platforms

· Provide the IT manager and Cyber Security manager assistance with the application approval and deployment process

Key Deliverables

· A secure, reliable, and fully operational IT infrastructure.

· Timely resolution of service desk tickets and technical issues.

· Teams and SharePoint site and document management aligned with data governance policies.

· Periodic reporting on system health, backup status, and infrastructure performance.

· Comprehensive documentation of IT operations and asset management.

· Robust disaster recovery plans and procedures.

General Duties

• Oversee daily IT operations and provide systems support.
• Serve as a point of escalation for technical issues.
• Oversee the management of end-user devices, server infrastructure, and network systems, ensuring full compliance with established organisational standards and policies.
• Participate in training initiatives and report operational issues.
• Verify adherence to ISO and Cyber Essentials compliance requirements.
• Conduct site visits to core business locations to oversee infrastructure maintenance, uphold operational standards, and provide hands-on technical support where required.
• Advanced knowledge of Microsoft 365, including administration of Exchange Online, Intune, SharePoint, Teams, and Entra ID.
• SharePoint tools such as Lists, Libraries, and metadata for efficient information management.
• Microsoft Teams, including configuration, applications, and voice services.
• Endpoint Management, including Microsoft Intune, Windows Autopilot, and Mobile Device Management (MDM) solutions
• Exchange Online Administration, governance, message flow and DMARC/DKIM
• Extra ID Enterprise Applications, SSO, RBAC
• Wintel environment, supporting and maintaining Windows servers and services like, DNS/DHCP and certificate services within Azure.
• Solid understanding of networking, including Wi-Fi, VPN, LAN and WAN.
• Familiarity with data governance, security, and compliance best practices within cloud-based platforms.

Do you have a valid Driving Licence license?, Do you have experience in VPN?, * Excellent communication and interpersonal skills, with the ability to engage effectively across technical and non-technical teams.

• Strong analytical and problem-solving abilities, capable of translating user requirements into practical IT solutions.
• Experience working with business stakeholders to understand needs and deliver user-friendly, scalable solutions.
• Microsoft Certified within 365 (Administration, Teams, SharePoint, Exchange Online, Intune)
• Desirable to have Cisco Meraki infrastructure qualifications or experience

EDUCATION/QUALIFICATIONS:

Educated to degree level (or equivalent) is highly desirable but not essential

Professional Microsoft qualifications, certifications or equivalent.

CONDITIONS OF EMPLOYMENT:

• Must live within a commutable distance to Hereford / Swindon area
• Must have the right to work in the UK
• Must have full UK driving licence
• Must be able to gain BPSS (Baseline Personnel Security Standard) clearance.
• Must be able to gain SC (Security Check) clearance as standard along with any specific security clearances that may be required

Serbus Ltd, established in 2010, is a leading Information Security and Risk Management (IS&RM) company specializing in secure communications and data security. Our mission is to empower clients to operate safely in remote and hostile environments through innovative solutions.