2/3 Line Support Engineer

O'NEILL & BRENNAN

Infrastructure Engineer

2nd/3rd Line Infrastructure Engineer | IT Department | Full-Time

Reports to: Head of IT Operations

The Position

The Infrastructure Engineer will provide effective IT and infrastructure support across all aspects of the business, locally and throughout all regional offices. The role is responsible for managing the IT Helpdesk team, ensuring calls and tickets are logged and resolved in a timely manner, while also taking ownership of the company's Microsoft Server, Desktop, Microsoft 365, Azure cloud, networking, and endpoint management environments. The role works closely with the Developers, Azure Architects, and Network Architects to support and evolve the organisation's infrastructure, and provides exposure to a wide range of infrastructure, networking, and cloud projects.

This role reports directly to the Head of IT Operations.

Duties / Areas of Responsibility

The position will involve the following areas of responsibility:

Managing and mentoring the IT Helpdesk team, ensuring calls are answered and tickets are logged and resolved in a timely manner
Diagnosing and resolving technical issues remotely and on site
Undertaking small- to medium-sized IT and infrastructure projects as instructed by management
Providing desktop and server support
Supporting and maintaining Microsoft Server / Desktop operating systems, Microsoft 365, and Azure environments
Setting up and configuring new laptops, desktops and mobile phones (Android and iOS)
Installing and maintaining authorised software
Reporting faults and maintaining logs on servers, desktops and laptops
Completing internal user desk moves
Ensuring all logs for equipment and users are maintained
Making and logging purchases for IT equipment
Ensuring licensing for all software purchased is recorded and maintained
Active Directory, Microsoft Entra ID (Azure AD) and Microsoft 365 user maintenance, including Single Sign-On (SSO) and Conditional Access policy administration
Responsible for managing Azure Backups / Recovery Services Vault configurations
Managing disaster recovery and business continuity using Azure Site Recovery, including replication, failover, reprotect and failback of critical infrastructure
Administering Microsoft Purview for data governance and compliance, and Microsoft Defender for endpoint and identity protection
Managing endpoint devices via Microsoft Intune, including device enrollment, configuration and compliance policies
Writing and maintaining PowerShell scripts to automate routine administrative and operational tasks
Preparing documentation and user guides
Performing basic administrative support duties, as required, to meet specific operational objectives
Ensuring that a high level of customer service and support is provided to all internal and external staff
Supporting custom internal applications
Working alongside Developers, Azure Architects, and Network Architects on infrastructure and networking design and delivery

Skills and Experience

The ideal candidate will have a high level of customer service experience and Microsoft certifications. A minimum of 2 years of experience supporting Windows Desktops and Servers is required, along with all the expected qualities of an experienced Infrastructure / Support engineer.

Essential skills

Active Directory management – Users and Computers, Group Policy, Network Printers, Shares, etc.
Microsoft Entra ID (Azure AD), including SSO and Conditional Access configuration
Microsoft Purview for data governance and compliance
Microsoft Defender (endpoint and identity protection)
Azure Site Recovery and Recovery Services Vault – replication, failover, reprotect, and failback
PowerShell scripting for automation of administrative and operational tasks
Windows 10 / 11 administration
Windows Server administration, version 2016 to 2025
Office 365 / Microsoft 365 user and mailbox administration

Cloud & infrastructure experience (Microsoft Azure)

Azure Virtual Machine deployment, administration, and troubleshooting (boot diagnostics, serial console, run command, redeploy)
Azure Virtual Desktop and FSLogix
SQL Server administration on Azure VMs, including SSMS
Exchange Hybrid configuration and troubleshooting
Microsoft Teams voice administration, including Operator Connect

Networking

General network administration and troubleshooting – TCP/IP and WAN / LAN / Wi-Fi
Azure Virtual Networks, subnets, VNet peering, and hub-and-spoke network design
VPN Gateway configuration (Point-to-Site and Site-to-Site) and route troubleshooting
Network Security Groups (NSGs) – inbound/outbound rule design and troubleshooting
Knowledge of Cisco Unified Communications Manager (Cisco Unify / Cisco UC) – call routing, telephony administration, and troubleshooting
Familiarity with switching, routing and Wi-Fi infrastructure in a business environment

Desirable skills

Experience maintaining a helpdesk ticketing system (preferably ServiceDesk Plus)
Incident Management skills, with the ability to identify root cause and apply solutions to resolve
Problem Management skills, able to investigate trends and apply a methodical approach to identify root cause and possible solutions
Proven experience working within IT service delivery
Troubleshooting and problem-solving skills
Ability to transfer knowledge within the team or to end users
Experience with mobile device management (MDM) solutions (Meraki, SOTI)
Microsoft Intune – device configuration profiles, compliance policies and app deployment
Endpoint management across Windows, macOS, iOS and Android devices
Device enrollment (Windows Autopilot, Apple Business Manager / Automated Device Enrollment, Android Enterprise zero-touch)
Mobile Application Management (MAM) and app protection policies
Microsoft Defender for Endpoint policy management via Intune

Good to know

Barracuda email filtering
Team & Reporting Structure

The successful candidate will manage the IT Helpdesk team and work closely alongside the Developers, Azure Architects, and Network Architects.

This role reports to the Head of IT Operations.