Key Responsibilities:

Infrastructure Support & Maintenance

• Provide day-to-day support for servers, storage, networking, , and cloud platforms across a global hybrid environment.
• Manage and troubleshoot systems, platforms, connectivity, and integrations, ensuring consistent performance and availability.
• Identify root cause of recurring issues and implement sustainable fixes in line with change management processes.

Modern Workplace & Cloud Platforms

• Support Microsoft 365 end-to-end, including Exchange Online, SharePoint Online, Teams, OneDrive, and Microsoft Defender.
• Administer and support Azure resources including virtual machines, storage accounts, networking components, and Entra ID.
• Assist with the ongoing management of Google Workspace environments where applicable.

Systems Administration

• Manage and maintain servers, cloud platforms, workstations, and mobile devices, ensuring systems are up to date and configured securely.
• Administer Windows Server environments including Active Directory, Group Policy, DNS, and DHCP.
• Apply updates, patches, and configuration standards consistently across the global estate.

Incident Response & Management

• Respond to infrastructure incidents and system failures, working with global IT teams and external partners to diagnose, contain, and remediate issues.
• Take ownership of third-line incidents escalated from IT Support teams, ensuring timely resolution and clear communication with stakeholders.
• Contribute to post-incident reviews and root cause analysis to drive continual service improvement.

End User Compute Management

• Support device management platforms including Microsoft Intune.
• Apply policies, deploy software, and maintain a secure, stable, and consistent end-user compute environment.
• Support onboarding and offboarding processes for hardware provisioning and account lifecycle management.

Monitoring & Capacity Management

• Monitor utilisation of servers, storage, and network environments across global sites.
• Proactively identify performance bottlenecks, capacity constraints, and availability risks, providing recommendations for optimisation.
• Support the maintenance and configuration of monitoring and alerting platforms.

Deployments & Project Contribution

• Support branch office builds, technical rollouts, hardware installations, and infrastructure configuration across global locations.
• Contribute to global IT transformation initiatives including system migrations, network refreshes, and core infrastructure upgrades.
• Assist senior engineers in the delivery of infrastructure projects, taking on defined workstreams and tasks as required.

Documentation & Collaboration

• Maintain accurate and up-to-date documentation of configurations, processes, standard operating procedures, and changes.
• Work closely with Infrastructure Engineers, IT Support teams, and third-party partners to ensure smooth escalation and resolution pathways.
• Share knowledge and best practices with colleagues to support team development and operational consistency.

Required Experience & Skills:

Core Experience

• Minimum 2-3 years' experience in IT infrastructure support, systems administration, or a closely related role.
• Proven experience supporting hybrid IT environments, including both on-premises and cloud infrastructure.
• Experience working within global or multi-site IT environments, collaborating across different regions and time zones.
• Strong troubleshooting and problem-solving skills, with a methodical approach to incident resolution.
• Comfortable working both independently and collaboratively, managing multiple priorities in a fast-paced environment.
• Familiarity with ITIL frameworks and best practices, including incident, change, and problem management processes.

Technical Skills

• Strong knowledge of Microsoft 365 administration, including Exchange Online, SharePoint Online, Teams, OneDrive, and Microsoft Defender.
• Hands-on experience with Microsoft Azure, including virtual machines, storage, networking, and Entra ID.
• Proficiency in Windows Server administration, including Active Directory, Group Policy, DNS, and DHCP.
• Experience with Mobile Device Management platforms, particularly Microsoft Intune.
• Solid understanding of networking fundamentals including switching, routing, VLANs, and firewall management (experience with Cisco Meraki is advantageous).
• PowerShell scripting skills for automation, administration, and reporting tasks.
• Experience with backup, disaster recovery, and business continuity solutions.

Desirable

• Exposure to Amazon Web Services (AWS) and Google Cloud Platform (GCP).
• Familiarity with security tooling and platforms, including Microsoft Defender, SIEM solutions, or endpoint detection and response (EDR) tools.
• Experience with infrastructure monitoring and alerting platforms (e.g. Azure Monitor, PRTG, Zabbix, or similar).
• Knowledge of Desktop as a Service (DaaS) solutions such as Azure Virtual Desktop (AVD) or Citrix.
• Experience with automation tools such as Power Automate or additional scripting languages (e.g. PowerShell, Python, Bash).
• Previous experience within a creative, media, or agency environment.
• Industry-recognised certifications such as Microsoft AZ-104, SC-200, ITIL Foundation, or Cisco CCNA.
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