IT Infrastructure Engineer

We are seeking an experienced IT Infrastructure Engineer to provide first, second- and third-line technical support across all of Katharine House sites. This is a deeply rewarding opportunity to support patients with life-limiting illnesses and their carers by ensuring that systems are secure, reliable and aligned with both current and future operational goals., Please note, an enhanced DBS clearance will be required for this role., You'll work 37.5 hours per week within the hours of 8.30am-5pm Monday to Friday however there is the need to work occasional evenings and weekends on an on-call basis, to meet the needs of the Hospice. The successful candidate will provide both face to face and remote support to users across two main sites in Stafford, with occasional travel to over 15 retail outlets within a 25-mile radius and therefore, a full driving licence, access to a vehicle and business insurance are required for this role. We're open to discussing flexible working arrangements that meet the needs of both the service and the successful candidate., "We help local adults with complex, progressive illnesses from diagnosis to the end of life through free, high quality, specialist palliative care, advice and guidance, and we support those close to them."

Purpose and impact

The IT Infrastructure Engineer will provide first, second and third-line technical support across all Katharine House sites and play a key role in the design, maintenance, and continuous improvement of the organisation's IT infrastructure. The role is responsible for ensuring systems are secure, reliable, and aligned with both current operational needs and future organisational goals.

Part of the team

The post holder will work closely with the IT Manager, internal stakeholders, and third-party suppliers to support day-to-day operations, lead technical problem resolution, and contribute to the strategic development of the IT environment.

Core Responsibilities

Key Area - Responsibilities & Outputs

Technical Support & Service Operations

• Deliver friendly, high-quality first, second, and third-line IT support to users both on-site and remotely via telephone, email, and face-to-face interactions, providing clear, patient guidance tailored to varying levels of IT confidence while maintaining excellent customer service standards.

• Log, track, and resolve incidents and service requests via the IT Service Management (ITSM) system, ensuring accurate documentation and timely resolution.

• Analyse recurring incidents, identify potential risks and emerging trends, and escalate findings with recommendations to the IT Manager.

• Provide user guidance and basic IT training to improve confidence and effective use of systems.

Infrastructure, Systems & Device Management

• Support and maintain IT hardware, server infrastructure, networking equipment, and cloud-based platforms.
• Ensure the IT asset register is accurate, up to date, and properly maintained.
• Image, configure, and deploy desktop and laptop devices within an enterprise environment.
• Deploy, configure, and support mobile and handheld devices.
• Install, configure, and maintain approved software applications.
• Diagnose and resolve Microsoft-based desktop and laptop issues both locally and remotely.
• Monitor system backups, investigate failures, and liaise with third-party support providers as required.
• Ensure operating systems, applications, and firmware are kept up to date with security patches and updates.

Operational Resilience & Cover

• Provide operational cover for the IT Manager in periods of annual leave or sickness to ensure continuity of service.

Architecture, Strategy & Business Alignment

• Contribute to the design and evolution of the organisation's IT architecture, including applications, infrastructure, data, and security.
• Ensure systems integrate effectively and operate reliably and efficiently
• Translate organisational requirements into practical and scalable technical solutions.
• Ensure IT systems support both current operational needs and future organisational objectives.
• Advise management on technology options, associated risks, and trade-offs.
• Establish and apply architectural principles such as security by design, least privilege, and cloud-first approaches.
• Act as a bridge between technical teams and non-technical stakeholders, clearly communicating technical concepts.
• Anticipate future technology needs, contributing to IT roadmaps and strategic planning.
• Plan and support system upgrades, migrations, and decommissioning activities.

• A full driving licence, access to a vehicle and business use insurance.

• A degree in an IT related discipline or the equivalent experience

• Relevant IT certifications (e.g. Microsoft, CompTIA A+/Network+, Cisco, ITIL) or equivalent recognised qualifications.

• Strong customer service and communication skills

• Be a team player who is logical and able to problem solve

• Ability to manage multiple priorities effectively

• Awareness of up-to-date IT security best practices

• Confident with Microsoft Office Suite (Office 365)

• Technical expertise in Active Directory and Microsoft Entra, Microsoft 365 Administration, Intune, Defender, Azure, SQL Server, Exchange, ESET Endpoint Security, Telephony Systems Support (3CX) and Veeam Backup, Networking technologies including TCP/IP, DHCP, DNS, switching, routing and firewalls.

• Be committed to upholding the hospice values.

33 days per annum, which includes bank holidays (pro rata for part time), increasing after 5 and 10 years' service. Buying and selling of annual leave on an annual basis.

• Pension scheme

We match contributions up to 7%. If you're currently contributing to the NHS pension scheme you can continue to do so.

• Death in service benefit

Reassurance should the worst happen. 2 x salary to your family.

• Employee Assistance Programme Providing support for your wellbeing.
• Training and development opportunities Continuous learning and professional growth.
• Occupational sick pay Support during times of illness.
• Healthcare cash benefit plan Contributory plan to help cover health-related expenses.
• Free on-site parking

Katharine House Hospice is a specialist palliative care service supporting adults with life-limiting illness. Our aim is to enable people with incurable illnesses to live life as fully as possible and make the most of the time that they have, as well as supporting their loved ones. We focus on delivering high quality care and can give the time needed to provide the best experience for our patients and their families. Our greatest asset is our staff resource, both paid or voluntary. We have a wide range of dedicated, professional, enthusiastic employees who work together to deliver a service of excellence. We value people - so much so, it's one of our three key values as a charity. We provide ongoing support with opportunities for professional development for our staff. We are also able to provide access to the NHS pension scheme if you are currently an existing member.