Senior IT Infrastructure & Support Engineer

Perhaps you’re already dealing with the more complex Microsoft 365, server, networking and infrastructure issues, but you’re looking for an opportunity that will give you greater technical ownership and a genuine route into 3rd Line., Sitting at the senior end of our Service Desk, you’ll take ownership of complex technical incidents and escalations that require deeper investigation and troubleshooting.

You’ll work across Microsoft cloud, infrastructure, networking, security and customer environments while supporting other engineers with more challenging technical issues.

You’ll also have the opportunity to broaden your skills into areas such as Azure, AWS, Fortinet, advanced networking, virtualisation and cyber security., * An experienced 2nd Line Engineer ready to step up.

• A Senior 2nd Line Engineer wanting greater technical responsibility.
• An existing 3rd Line Engineer who enjoys hands-on troubleshooting and customer support within an MSP environment.

What You’ll Be Doing

Your responsibilities will include:

• Taking ownership of complex 2nd Line and appropriate 3rd Line incidents through to resolution.
• Acting as the technical escalation point for the service desk team, taking ownership of the diagnosis, investigation and technical resolution of complex issues escalated through the Service Desk.
• Engaging with Field Team engineers where on-site investigation or remediation is required.
• Participating in a regular on-call rota, including Saturday-morning cover for escalated P1 incidents.
• Troubleshooting Microsoft 365, Windows Server and infrastructure issues.
• Supporting Active Directory and Microsoft Entra ID environments.
• Diagnosing networking problems across LAN, WAN, Wi-Fi and VPN environments.
• Troubleshooting DNS, DHCP, TCP/IP, VLAN, routing and switching issues.
• Supporting Microsoft Azure environments.
• Working with firewalls, VPNs and network security.
• Supporting virtualised environments including VMware and Hyper-V.
• Investigating backup, endpoint, security and infrastructure alerts.
• Supporting Microsoft Intune and modern endpoint-management environments.
• Taking ownership during complex or business-critical incidents.
• Communicating directly with customers and providing clear technical updates.
• Leading complex troubleshooting and root-cause analysis across Windows Server, Microsoft 365, infrastructure, networking, switching, wireless and connectivity.
• Maintaining accurate ticket notes, technical documentation and knowledge articles.
• Providing technical guidance and knowledge to 1st and 2nd Line engineers, helping develop troubleshooting capability within the Service Desk.
• Identifying recurring issues and contributing to continual service improvement.

Technical knowledge is important, but how you approach a problem is just as important to us., * Takes ownership rather than immediately escalating.

• Can independently investigate technical problems.
• Enjoys working through problems where the answer isn’t immediately obvious.
• Has strong analytical and troubleshooting skills.
• Understands when to continue investigating and when specialist escalation is genuinely required.
• Can prioritise effectively in a busy multi-customer environment.
• Communicates technical issues clearly to non-technical customers.
• Produces clear and useful technical documentation.
• Enjoys sharing knowledge with other engineers.
• Remains calm and methodical during critical incidents.
• Understands that excellent customer service is every bit as important as technical ability.
• Has a genuine desire to keep learning and progressing technically.

Your Technical Experience

You don’t need to be an expert in everything listed below, but we’d expect you to have good practical experience across several of these areas.

Microsoft

• Microsoft 365 administration and troubleshooting
• Windows Server
• Active Directory
• Microsoft Entra ID
• Group Policy
• Microsoft Intune
• Microsoft Azure
• Windows 10 and Windows 11

Networking & Infrastructure

• TCP/IP
• DNS and DHCP
• VLANs
• Routing and switching
• LAN and WAN troubleshooting
• Wi-Fi
• VPN technologies
• Firewalls
• Hyper-V and/or VMware
• Backup and disaster recovery

Skills That Would Really Get Our Attention

We’d be particularly interested in candidates with knowledge or hands-on experience in one or more of the following:

Fortinet / FortiGate Firewall administration, security policies, VPNs and troubleshooting.

AWS Experience supporting or administering AWS environments, even if you’re not yet an AWS specialist.

Networking Good practical experience with technologies such as Ubiquiti, Cisco or Aruba, including switching, VLANs, routing and wireless.

Virtualisation Practical VMware and/or Hyper-V administration and troubleshooting.

These aren’t necessarily deal-breakers if you don’t have them all. Strong fundamentals and the ability to learn are more important than ticking every box.

Also Nice to Have

Experience in any of the following would be advantageous:

• Acronis
• Smoothwall
• PowerShell
• Azure
• Previous MSP experience

Relevant Microsoft, Fortinet, AWS, CompTIA or other technical certifications are welcome, but we’re interested in what you can actually do, not simply the qualifications on your CV., If you’re a technically strong 2nd Line engineer with good infrastructure and networking fundamentals, a natural troubleshooting mindset and the ambition to progress further into 3rd Line, we’d be very interested in talking to you., This is a hybrid position with a minimum of three days per week in the office, with the remaining two days available for remote working.

Candidates therefore need to be able to travel independently to our Penistone office., * This is a hybrid working role with a minimum of 3 days of work in our office near Penistone. Are you able to travel independently to meet this commitment?, * relevant service desk support: 5 years (required)

• Competitive salary dependent on skills and experience
• Hybrid working
• Regular annual salary reviews
• Company pension scheme
• Private medical insurance
• Death in service benefit
• 24 days’ annual leave plus statutory holidays
• Your birthday off
• Cycle to Work scheme
• Long Service Awards
• Free onsite parking
• Funded training and professional certifications
• Ongoing personal and professional development, * Additional leave
• Bereavement leave
• Canteen
• Casual dress
• Company events
• Company pension
• Cycle to work scheme
• Discounted or free food
• Employee discount
• Employee mentoring programme
• Free parking
• Health & wellbeing programme
• Life insurance
• On-site parking
• Paid volunteer time
• Private dental insurance
• Private medical insurance
• Referral programme
• Sick pay
• Work from home

At Blue Box IT, we’re looking for a Senior IT Infrastructure & Support Engineer to join our growing technical team.

We’re not looking for someone who necessarily knows everything on day one. We’re looking for someone with strong technical foundations, excellent troubleshooting skills and the drive to develop further.

If you enjoy getting to the bottom of difficult technical problems rather than simply passing them on, we’d like to hear from you.

About Blue Box IT

Blue Box IT is an established Managed Service Provider delivering IT support and technology services to organisations across the education, SME and non-profit sectors.

Our engineers work across a diverse range of customer environments, technologies and technical challenges. That means you’ll gain exposure to far more than you typically would supporting a single internal IT environment.

We combine technical expertise with a strong focus on customer service, and we’re continuing to invest in our people, platforms and technical capabilities.