Infrastructure Technician

As an Infrastructure Technician, you will play a key role in supporting critical IT services within a highly secure environment.

This is a shift-based operational support role working within a 24/7 service environment. You will be responsible for proactively monitoring infrastructure systems, completing operational health checks, and providing technical support to our customers.

As an Infrastructure Technician, you will work in a collaborative environment with strong mentoring and training opportunities to grow your technical skillset and advance within the IT function.

Your role will involve:

• Acting as the first point of contact for IT support queries via phone, email, or ticketing system
• Performing daily health checks and proactive infrastructure monitoring
• Logging, prioritising, and resolving incidents and service requests in line with SLAs
• Troubleshooting issues across a Linux environment
• Managing user accounts, passwords, and permissions
• Escalating complex or high-impact issues to 3rd Line or specialist support teams
• Providing clear communication and excellent customer service to end users
• Maintaining accurate records and documentation within the IT Service Management tool
• Contributing to process improvement and knowledge sharing across the team, This is a 24/7 shift-based role operating on a rolling 4-on / 4-off shift pattern, alternating between day and night shifts. Shifts are 10.5 hours in duration, averaging 37 hours per week. Start times may vary based on operational requirements and will rotate as directed by the shift manager.

Do you have experience in ServiceNow?, * Previous experience in a 1st Line / Service Desk / Helpdesk support role

• Strong communication and customer service skills, both written and verbal
• Working knowledge of Linux or Windows environments
• Familiarity with ITSM or ticketing tools (e.g., ServiceNow, Remedy)
• A proactive, problem-solving mindset with strong attention to detailAbility to work effectively within a secure, process-driven environment

You must be willing and eligible to undergo security clearance for this position

Please note: It's still worth applying even if you do not meet all the requirements above. We are passionate about investing in you and your career and if you have the transferable skills/ background in providing excellent customer service, problem-solving, and supporting users in a technical environment, this could be the next opportunity for you.

Pulled from the full job description

• Annual leave
• Employee discount
• Employee assistance programme
• Company pension, Your choices (Flexible benefits such as increased holidays/ travel/ dental critical illness and more)

Perks at work - employee discounts

Employee assistance programme/ virtual GP

Work Your Way is our approach to flexible working - this is available from day 1 of joining

We are recognised as a responsible and inclusive employer: Not only are we a certified Disability Confident Leader , a Times Top 50 employer for Gender Equality, a Top 75 employer for Social Mobility, accredited with the Living Wage Foundation and a signatory for the Race at Work Charter, but we are also committed to the United Nations standards for LGBTI+ and a Stonewall Top 100 Employer.