Infrastructure Engineer II

Job Title: Infrastructure Engineer IIResponsible to: Head of CXResponsible for: Not ApplicableOur ValuesOur business is values centric. We look to engage, motivate and reward our team through living and benefiting from the values, and in turn, taking that benefit to our clients. We promote a culture that is collaborative, engaging, focussed on teamwork and fun, and we do this, whilst producing the highest quality services and solutions for our clients.We have five values that we hold at the heart of our business, they are:Create unrivalled experiencesNever be afraid to be differentBe better tomorrow than we were yesterdayCultivate integrityBe empatheticAt Stridon, values are not just words, they are intentions, and they are actions. We support all our team members to thrive in this environment and expect everyone to be accountable to our values, and one another.Job Purpose: As an Infrastructure Engineer II, you will play a critical role within our Managed Services Team, focussed on delivering services that ensure the highest levels of operational availability and uptime of our client’s technology ecosystem. You will be responsible for implementation, maintenance and supporting complex infrastructure solutions as well as managing and triaging infrastructure, cloud and application services and providing additional support on cyber security events and overall system security. In addition, you will be responsible for supporting the wider managed services team as an escalation point as well as mentoring other team membersThe successful candidate will bring an enthusiastic, vivacious attitude towards technology and its application in bringing positive change to people’s lives, with an ardent desire for continued learning and skills development, with a laser-like focus on service and delivering an unbeatable customer experience.The role is ideal for candidates wishing to gain further skills across a broad range of infrastructure technologies, whilst developing further analytical skills that enable greater understanding of solutions design and alignment with client requirements and value realisation.Key Duties and ResponsibilitiesA passionate believer in providing exceptional customer service and building positive rapport with everyone you connect with daily.Commit to upholding our mission and values.Contribute to leading and the implementation of complex infrastructure projectsExperience developing and managing hybrid cloud and on-premise infrastructure environmentsDemonstrable Azure implementation and optimisation experienceUnderstanding of Azure protocols and how best to manage and configure them to support cloud services.Management and optimisation of Office365 and Active Directory services, ensuring secure, efficient, and reliable network resources and user identity management.Provide ongoing operational support for internal, cloud and client systems architecture, to ensure uptime and availability, remotely and onsite where required.Act as key contact and escalation point for client infrastructure and cyber incident and support requests and alerts via phone, email, service tickets and Teams based support channels, demonstrating patience, empathy, and technical expertise.Leverage monitoring tools to detect, respond to and troubleshoot infrastructure performance and reliability issues.Use vulnerability management tools to scan for and remediate vulnerabilities across client infrastructure, deploying patches, firmware and software updates as part of the remediation process.Monitor, manage and configure cyber defence tools, covering solutions such as email hygiene, endpoint detection and response, secure cloud gateways, multi-factor authentication and advanced identity management.Monitor and manage client firewalls, intrusion detection and intrusion prevention tools.Monitor and administer backup and data resiliency tools to ensure client workloads are protected and within defined SLA.Operate to defined SLA, OLA and KPI models, in alignment with ITIL best practice and client commitments.Develop and maintain documentation and knowledge management of client and internal systems and processes, using designated documentation tools such as IT Glue and Lucid Chart.Maintain accurate and up to date incident records using professional service automation tool.Operate as part of the out of hours on-call rota to respond to ticket escalation and system alerts.Skill Set and ExperienceExperience working within a Managed Service Provider environment is extremely advantageous.Industry qualifications are desirable (VCP/Microsoft 365/Microsoft Azure AZ-104, AZ-305, AZ-700/CCNA/CCNP)Extensive experience in implementing and managing complex infrastructure solutions with Strong troubleshooting and problem-solving skillsAdministration, management and troubleshooting experience across a broad range of infrastructure and cloud technologies, which should include a mix of the following:Microsoft technology stack (Windows Server, Exchange, SQL, Active Directory)VMware virtualisation and storage technologiesMicrosoft 365 applications and services, including Office 365, SharePoint, Teams, Exchange Online, Entra ID and OneDrive for BusinessMicrosoft 365 cyber security and information governance services such as Defender for Office, Defender for Cloud, Purview and Endpoint DLPCisco Meraki cloud managed networksCisco networking, security and UCS solutionsPalo Alto firewallsVeeam and Zerto backup and data resiliency solutionsEndpoint management tools such as Intune and SCCMMDR/XDR endpoint protection solutionsKnowledge of networking protocols and technologies, including TCP/IP, DHCP, DNS, Dynamic routing protocols, VPNs, routing, switching and VLANs, Load Balancers.A good knowledge of cybersecurity principles, including threat detection, incident response, and vulnerability management.Managing certificate services and PKI InfrastructuresKnowledge of the following:PowerShell and other scripting languagesMicrosoft Azure IaaS and PaaS architectureAzure migration toolsITIL v4 FoundationPersonal AttributesShare the same values as we do at Stridon.Strong organisational skills, detail-oriented, and ability to handle multiple and ever-changing priorities in a dynamic support environment.Ability to adapt to a multifaceted role, balancing both reactive support and proactive initiatives.Clear, articulate written and verbal communication style to ensure effective communications with clients, colleagues and partners.Excellent time management skills including scheduling and critical date management.Passion for technology and how it can be used to generate positive change and improvement.Desire for continued learning and skills development.An outgoing and engaging personality with an attitude that can mirror our “Whatever it takes” mantra.Note: this job description is not exhaustive and may be added to or changed to from time-to-time following discussion and consultation with the post holder and line manager.BenefitsCompetitive salary based on experience and qualifications.25 days holidayPerformance-based incentives.Non-contributory pensions scheme (8% by company)PerkboxAviva Life and Health Insurance (Critical illness, Income Protection & Life Insurance)Full on the job training and support.Fun working environment and culture.Great opportunity for advancement.There is a degree of flexibility around the hours of work, but the company requires 5 days per week Monday to Friday.Office location in Shoreditch, London with hybrid working arrangements available