Infrastructure Engineer
Job Title: 2nd Line IT Engineer (Infrastructure)
Location: Manchester (onsite role)
Salary: £35,000
Please note, it is essential for the candidate to be eligible to attain SC/DV clearance.
As an 2nd line Infrastructure Engineer, you will provide advanced first-line operational support across multiple strategic managed service environments. This is not a traditional helpdesk role and is an exciting opportunity for someone to progress their career.
You will be expected to independently manage monitoring platforms, triage and resolve incidents, validate backup operations across both cloud and on-premises environments, and provide meaningful first-response support for critical P1 and P2 incidents.
You will work within a dedicated five-person team participating in a weekly on-call rota to provide 24x7 P1 incident response coverage. The role demands strong technical foundations across both Microsoft Azure and VMware virtualisation platforms, along with a disciplined approach to ITSM processes, documentation, and patching support.
WHAT WE EXPECT
- Minimum of 3-5 years of experience in enterprise infrastructure support roles, ideally within a managed services or MSP environment
- Proven ability to work with monitoring platforms such as LogicMonitor and Azure Monitor, including alert triage, correlation, and escalation
- Hands-on experience with ServiceNow or equivalent ITSM tooling for ticket lifecycle management
- Solid grounding in Windows Server administration (2016/2019/2022) including basic troubleshooting, event log analysis, and service management
- Familiarity with VMware vSphere (VM console access, snapshot management, basic troubleshooting) and Azure VM operations (start/stop, disk management, basic networking)
- Experience with backup validation - specifically Veeam Backup & Replication job status checking and Azure Backup/Recovery Services Vault monitoring
- Willingness to participate in a 1-in-5 weekly on-call rotation providing 24x7 P1 first-response capability
Areas of Responsibility
- Monitoring & Alert Management: Manage and triage alerts from LogicMonitor and Azure Monitor across environments. Correlate alerts, close false positives, and escalate genuine incidents. Maintain monitoring dashboards and ensure alert thresholds remain appropriate.
- ServiceNow Ticket Management: Own the ticket lifecycle for incoming incidents and service requests. Triage, categorise, prioritise, and either resolve or escalate. Maintain SLA compliance for response and update targets. Expected to handle 15-25 tickets per day across environments.
- Backup Validation: Perform daily Veeam Backup & Replication job status checks (~1,290 servers) and Azure Backup status validation. Log failures, attempt basic remediation (re-run failed jobs), and escalate persistent failures to Senior Engineers.
- Patching Support: Assist Senior Engineers during monthly patch cycles. This includes pre-patch checks, server reboots, and post-patch validation across WSUS/SCCM (Windows) and Ansible-managed (Linux) estates. Also assist with Azure Update Manager deployment validation and failed-patch reporting.
- VM Troubleshooting: Perform basic troubleshooting on Azure VMs (connectivity, disk, performance) and vSphere VMs (console access, snapshot management, resource contention). Independently resolve P3/P4 VM issues.
- Windows Server Administration: Basic administration including service restarts, event log analysis, disk space management, user access troubleshooting, and DNS/DHCP validation.
- Incident First Response (On-Call): During on-call periods, act as the first responder for all P1 alerts. Perform initial triage, engage vendor support if needed, communicate status updates, and escalate to Senior Engineers/Infrastructure Lead within 30 minutes if resolution is not achievable.
- Documentation & Knowledge Base: Maintain and update operational runbooks, known-error records, and knowledge base articles. Contribute to process improvement initiatives.
If you are looking for a new challenge and think this could be an ideal next step, we want to hear from you!
Apply now with an up-to-date CV to be considered