3rd Line Infrastructure Engineer

Job Description

We have an exciting opportunity for a passionate, skilled, and adaptable 3rd Line Infrastructure Engineer to join our team. Using your subject matter expertise, you'll play a key role in improving and maintaining Good Energy's IT estate, to deliver an integrated IT operating model across our group of companies.

In this hands-on role, you'll support a wide range of tasks, which will include managing escalations and configuring SaaS products, delivering patch management and keeping our IT environment running, to environmental hardening and usability improvements.

You'll collaborate closely with specialists across Microsoft 365, networking, databases, and specific 3rd party technologies, to ensure a smooth and secure IT experience for the business. The desire to mentor a growing 2nd line capability will be an advantage.

Responsibilities

• Core infrastructure support: Configure key components of services like Entra ID, Endpoint Manager, Exchange, MDM, Mimecast and other security tools.
• Network and security technologies: Supporting the Network Manager, and provide cover in their absence, with different traffic management and secure routing capabilities.
• Microsoft 365 environment: Assist with the development of our Microsoft 365 infrastructure with a focus on security and usability.
• On-Premise maintenance: Specific tasks to support the management of on-premise infrastructure, including VMs, patching, backups, and storage management.
• Change & governance: Deliver IT changes with a strong focus on usability, security, risk appetite, and governance.
• Service decommissioning: Decommission outdated systems in collaboration with the Compliance team, ensuring data security and policy alignment.
• Service uptime & user experience: Monitor and optimise the uptime and quality of user experience across all infrastructure services.
• Projects & continuous improvement: Support new projects, service renewals, and ongoing infrastructure improvements.
• Team collaboration: Work closely with the wider IT team to support shared goals and cross-functional initiatives.
• Physical Infrastructure support: Assist with server racking and patching (reasonable adjustments can be made to support candidates).
• Communication & stakeholder engagement: Communicate effectively within and outside of IT Operations.
• Capability & risk management: Help build team capability, manage relevant business risk, and support the delivery of high performance.

What you'll need to succeed

We're looking for a collaborative problem solver, with a team-first mindset. You'll be driven when identifying improvements and delivering innovative and effective solutions that make a real impact.

You'll be a natural at prioritising effectively, ensuring success of long-term projects, whilst supporting BAU and break-fix, across multiple work streams to stabilise the IT estate. You'll also be keen to learn quickly what is already in place and share your existing knowledge with the team, to support the growth and development of everyone.

Essentials

• IT administrator qualification or experience - a focus on simplifying or improving infrastructure will be most relevant
• Previous exposure to a variety of IT systems and processes will be highly beneficial
• In depth knowledge of Microsoft Office 365; administration, configuration, policies, automation and security
• Competent administrator of Entra ID, Group Policy, Exchange OnPrem/Online, and PowerShell
• Familiar with IT networks, the management of firewalls, sftp and network security solutions. Ideally vendors like Juniper, Watchguard, Cisco, and Meraki
• Exposure to VOIP telephony / Direct Routing via Teams
• A self-starter who wants to get stuck in, understand what already exists and identify improvements
• Able to learn from and share your knowledge with the wider team to support the overall IT function
• Comfortable working in a hybrid way, with Wednesdays in the office with the rest of the team, more regular attendance will be required at times and notably during probation
• Confident engaging on escalations and direct with customers (end-users) in a timely manner to resolve tickets and support the business
• Willing to join the out of hours on-call rota

Desirables

• Administrator knowledge of at least some of the following: Windows Server, Zscaler, VMWare, Nutanix, Arctic Wolf, Unitrends, Mimecast
• ITIL and other relevant IT qualifications like the Microsoft training pathways
• App Support experience
• Knowledge of data, information and cyber security principles and practises
• Exposure to Compliance and Information Governance in a regulated environment
• Server room migration of any nature (On-Prem / Co-Lo / Cloud)
• Previous use of Power Platform
• Involvement in BCP and DR planning and implementation
• Azure/AWS/ADO management knowledge
• Experience with database administration

Hybrid working explained: When and where you'll be in the office

Our office is based in Chippenham, Wiltshire. For this role, we're looking for candidates who can come in to our Chippenham office at least once a week on a Wednesday.

We offer both formal and informal flexible working options. Full-time hours are 37.5 per week, Monday to Friday.

The office is fully accessible, allowing everyone to participate fully in their working lives regardless of any mobility challenges. We promote work-life balance and flexibility through hybrid working, which combines both remote and office work.

Benefits you can rely on

Great allowances for hybrid working:

• 🏡 £500 work from home allowance - an annual allowance paid monthly alongside your salary to support with working from home costs.
• 🚆 £500 travel allowance - an annual allowance paid monthly alongside your salary to support with travelling to work costs.

📖 £500 annual development allowance: To spend on your chosen development area, whether that's in your current role, or future roles.

🎁 15% annual bonus: company-wide bonus scheme designed to reward collective teamwork and delivery of results across the whole business.

🌞 Holiday: 25 days annual leave, a day off for your birthday, additional days leave for long service, plus bank holidays. You'll also have the option to buy additional leave, allowing for a better work-life balance.

💸 Ethical Pension with Aviva: Good Energy offers an ethical pension plan provided by Aviva, with employer-matched contributions up to 7.5% of your base salary.