Infrastructure Support Specialist

Purpose of the role:

As part of our continued growth, we are committed to delivering exceptional infrastructure and outstanding support to both internal and external users. Reporting to the IT Manager, the Infrastructure Support Specialist will provide hands-on technical support, infrastructure maintenance, and contribute to project delivery. You will be responsible for configuring, managing, and supporting internal applications, systems, and networks while helping to ensure that operational standards and procedures are effective and up to date.

This role will suit a proactive, solutions-focused individual with excellent communication skills and strong judgement. You will work across multiple systems and collaborate with colleagues and customers to resolve issues efficiently and professionally.

Key job requirements and responsibilities:

• Act as the technical lead for customer-facing projects, including input into realistic planning, deployment strategies, and progress updates for stakeholders.
• Install, configure, and maintain internal and customer-facing infrastructure, including servers, networking hardware, and storage systems.
• Review the effectiveness of installations and recommend improvements.
• Perform routine system updates, patch management, and performance monitoring.
• Diagnose and resolve hardware, software, and networking issues to minimise system downtime.
• Provide responsive technical support to internal users and customers.
• Implement and monitor infrastructure security measures, including endpoint protection and risk mitigation.
• Maintain up-to-date technical documentation (e.g. network diagrams, configurations, procedures).

Qualifications / skills and experience

Essential

• Due to the nature of the role, the successful applicant may be required to undergo background checks and must have the right to work in the UK. Where applicable, security clearance will be required and supported.
• Proven experience in a technical support or helpdesk environment, providing direct assistance to customers and stakeholders.
• Strong problem-solving skills and a proactive, hands-on approach to issue resolution.
• Proficiency in the installation, configuration, and maintenance of server operating systems, particularly Windows Server and Linux (Ubuntu).
• Working knowledge of networking hardware and protocols, including routers, switches, VLANs, STP, and Cisco IOS.
• Experience with virtualisation technologies such as VMware, Hyper-V, or containerisation platforms like Docker.
• Understanding of databases including MS SQL Server, MySQL, and MariaDB.
• Experience with Microsoft 365 administration, Microsoft Entra / Azure, and Intune configuration.
• Ability to manage multiple tasks across support, infrastructure, and research responsibilities.
• Strong written and verbal communication skills, with excellent attention to detail.
• Team-oriented, with a positive attitude and a willingness to collaborate and support others.

Desirable

• Bachelor's degree in computer science, Information Technology or related discipline, or equivalent practical experience.
• Experience supporting and configuring email servers such as Microsoft Exchange or iMail.
• Familiarity with cloud platforms such as AWS or Azure.
• Understanding of cyber security frameworks and standards, such as ISO 27001 and Zero Trust architectures.
• Knowledge of hardware used for drone detection including radars, cameras, and RF sensors.
• Keen attention to detail and strong commitment to quality and best practice.

Key Abilities

• Ability to prioritise and deliver in high-pressure environments, including effective decision-making in urgent situations.
• Highly self-motivated with a strong sense of ownership and responsibility.
• Demonstrated analytical thinking and troubleshooting capabilities.
• Commitment to delivering excellent customer service.
• Experience working collaboratively in a team-based environment.
• Professional and presentable with strong interpersonal skills.

Additional Information

This role is primarily based at our Sunny Side and Easter Park offices in Reading. UK-wide and occasional international travel may be required. Participation in an on-call rota or ad hoc support schedule is expected.

Diversity & inclusions

We are committed to creating a diverse, inclusive, and equitable workplace where everyone is respected, valued, and empowered to thrive. We believe that different perspectives and experiences enrich our organisation, and we welcome applications from all qualified individuals.

We are proud to be an equal opportunities employer. We do not discriminate based on age, disability, gender reassignment, marriage and civil partnership, pregnancy and maternity, race, religion or belief, sex, or sexual orientation, in accordance with the Equality Act 2010.

We are also committed to supporting neurodiverse individuals and others who may benefit from tailored approaches to recruitment and workplace adjustments.

We are dedicated to ensuring fair and accessible recruitment processes. If you require any reasonable adjustments during the recruitment process or in the workplace, please let us know, and we will do our best to accommodate your needs.

This job description is not exhaustive and will be subject to periodic review. It may be amended to meet the changing needs of the business.