IT Network & Infrastructure Support Analyst I

The IT Infrastructure Analyst I is an entry-level role within the IT Infrastructure team, responsible for supporting the deployment, maintenance, and troubleshooting of core infrastructure and site networking, whilst delivering first-class customer support. This position is ideal for recent graduates looking to enter the infrastructure space, building hands-on experience with enterprise infrastructure technologies in a collaborative environment.

The role will focus on a mix of customer support and assisting infrastructure engineers with project work and day-to-day operations, contributing to a secure, reliable, and high-performing infrastructure environment. The position will work with user endpoints, virtual machines, NAS and cloud-based storage, cloud platforms, identity and directory services, backup and recovery, and infrastructure monitoring tools, and site network hardware while developing technical and professional skills. The role works cross-functionally with the Network Services, Applications, and Operational teams, in LAN/WAN, security, SQL, AI, and development environments. This is a combined infrastructure and network role, providing first-line network support for our sites alongside core infrastructure duties.

JOB RESPONSIBILITIES

Role and Responsibilities

Infrastructure Support & Operations

• Support end users, sites, and operations through service desk toolset, ensuring customer service is a priority.
• Assist in the configuration and maintenance of systems, applications, and tooling
• Support day-to-day infrastructure operations, including monitoring performance, preventive maintenance, and responding to issues.
• Help troubleshoot basic VM, storage, cloud, identity, security, and performance problems under guidance from senior engineers.
• Assist with access and configuration changes following established procedures.

Network Support & Troubleshooting

• Provide first-line troubleshooting of site LAN and Wi-Fi issues, escalating to Network Services as needed.
• Check and manage endpoint network configuration (IP, DHCP, DNS, VLAN/SSID) following established procedures.
• Utilise network monitoring tools to ensure the operational health of site network devices.
• Carry out basic Wi-Fi checks (coverage, signal strength, access point health) for site devices.
• Assist with monitoring and troubleshooting of the WAN (CATO) layer, working with carriers to investigate link issues.
• Maintain network documentation, including switch port maps, IP records, and site diagrams.

Project Support

• Support infrastructure deployment activities for site implementations and upgrades, including Unifi Network (switching, wireless) and Access/Protect, on-premise servers/storage, endpoint deployment, and general go-live activities.
• Assist with gathering requirements and documenting infrastructure configurations.
• Participate in implementation activities including build, testing, and validation of infrastructure solutions.
• Help create and maintain documentation for infrastructure builds and changes.

Monitoring & Maintenance

• Monitor and help to maintain infrastructure systems using standard tools (e.g., Zabbix, CATO, Crowdstrike, UniFi Network, O365) and escalate issues as needed.
• Assist with maintaining infrastructure documentation, diagrams, and inventory/asset records.
• Help ensure systems align with company standards for security and performance.

Collaboration & Learning

• Work closely with infrastructure engineers, IT teams, and external vendors to support project delivery.
• Engage in cross-functional activities with key teams (Network Services, Applications, Operational Technology)
• Participate in team meetings and contribute to problem-solving discussions.
• Continuously develop technical knowledge through training, certifications, and hands-on experience.
• Learn through exposure: support tickets, meetings, documentation, articles, senior team members, AI.
• Have an appetite to push the boundaries with AI tools such as Claude, CoPilot, and Cursor

Technical Support, Analysis Skills, Network Support, Team Player, Analysis Skills, Identify Issues, Information Technology & Information Systems, Customer Support/Service, Cross-Functional, Network System Hardware, * Bachelor’s degree in Computer Science, Information Technology, or a related field (or equivalent academic experience).

• Foundational understanding of infrastructure concepts such as:
• Windows and Linux server operating systems
• Virtualisation fundamentals (e.g., VMware, Hyper-V)
• Basic cloud and storage concepts
• OSI model fundamentals
• Networking fundamentals (TCP/IP, subnetting, DHCP, DNS, VLANs, Wi-Fi)
• Security fundamentals including conceptual understanding of firewalls, EDR, vulnerabilities.
• Exposure to Cisco, Aruba, and Ubiquiti UniFi network hardware desired.
• Strong willingness to learn and develop technical skills.
• Basic troubleshooting and analytical skills.
• Strong communication and teamwork skills.

Preferred:

• Internship, lab experience, or academic projects related to systems or infrastructure.
• Entry-level certifications such as CompTIA Server+, CompTIA Network+, Cisco CCNA, Microsoft Azure Fundamentals, or AWS Cloud Practitioner (or in progress).
• Exposure to infrastructure tools or technologies (e.g., Azure, Active Directory, PowerShell, or similar platforms).
• Familiarity with basic security concepts and best practices.

Skills & Competencies:

• Eagerness to learn and grow in a technical environment
• Strong attention to detail and problem-solving ability
• Ability to follow processes and work under guidance
• Effective communication with both technical and non-technical team members

PHYSICAL REQUIREMENTS

• Work is primarily sedentary. Sits comfortably to do the work; however, there may be some walking, standing, bending, or lifting item weighing up to 15 pounds.