Infrastructure Support Specialist

**Position**: Infrastructure Support Specialist

**Location**: Glasgow

**Department**: Information Technology

**Reports To**: Manager, IT Infrastructure

**Position Summary**:
The Infrastructure Support Specialist plays a pivotal role in the organisation, spearheading the implementation and upkeep of enterprise technology solutions. From managing intricate system implementations to ensuring seamless day-to-day operations and meticulous documentation, this role is central to the organisation's technological backbone.

**Major Responsibilities**
- Act as the primary escalation point for the global client services team, exhibiting expertise in Active Directory, Azure, Entra ID, Exchange Online, Teams, and Intune.
- Responsible for monitoring and swiftly responding to technical operations Zendesk queue, handling tasks ranging from M365 and Windows Admin to Infrastructure support, including items within Intune.
- Liaise with external vendors and partners, orchestrating maintenance and incident support, including problem escalation and remote troubleshooting.
- Participate in the second-level on-call rotation, offering support during evenings and weekends, whether onsite or remotely.
- Responsible for developing and maintain comprehensive technical documentation, ensuring clarity and accessibility.
- Responsible for disaster recovery initiatives, including environment buildout, documentation, and rigorous testing.
- Proactively monitor and maintain global IT management systems, encompassing VMware VCenter, OP5, Grafana dashboards, Sophos cloud, and firewalls, including rule base maintenance and troubleshooting traffic flow issues.
- Responsible for administration of Active Directory components, including objects, OU’s, group policies, DNS, DHCP, and backups.
- Manage the Global Virtual infrastructure, optimising configurations for peak performance.
- Responsible for coordination and execution of server patching in both production and dev environments, ensuring mínimal downtime and adherence to security protocols.
- Perform monthly checks on automation scripts within the automation account, ensuring no failures are reported and troubleshooting any issues that arise.
- Responsible for monitoring security platforms, including but not limited to:

- Styx intel: External threat monitoring to proactively identify and mitigate potential security threats.
- Crowdstrike EDR: Continuous monitoring and response to endpoint security events using Crowdstrike's Endpoint Detection and Response (EDR) platform.
- Logscaler (XDR): Utilise Logscaler's Extended Detection and Response (XDR) capabilities for comprehensive threat detection and response across multiple security layers.
- MS Defender: Monitor and manage Microsoft Defender to ensure endpoint protection against malware, ransomware, and other cyber threats.
- Travel to regional offices as necessary for operational support, upgrades, implementations, and projects.
- Provide basic user support (first/second line) when other teams members are not available.
- Utilise familiarity with Cisco Meraki and intermediate networking concepts to support and troubleshoot network issues.
- Generate management KPI reports and actively participate in KPI meetings to discuss performance metrics and identify areas for improvement.

**Technologies**
The following technologies are used within this role:

- ** Microsoft Technologies**: Active Directory, Azure, Entra ID, Exchange Online, Teams, Intune, PowerShell, Azure Virtual Desktop (AVD).
- ** Networking Technologies**: DNS, DHCP, IPv4, RDP, FTP, SFTP, SSH, Cisco Meraki.
- ** Virtualisation and Cloud Technologies**: VMware VCenter, Microsoft Azure.
- ** Monitoring and Management Tools**: OP5, Grafana dashboards, IT Service Management (ITSM) tools, Logscaler (XDR), Datto RMM, Site 24/7.
- ** Security Solutions**: Sophos AV, Crowdstrike EDR, firewalls (Checkpoint), MS Defender, Styx intel.
- ** Backup and Disaster Recovery**: HPE Nimble, Veeam, AWS (storage), Azure (storage).
- ** Remote Access Tools**: TeamViewer, Datto, BeyondTrust.
- ** Scripting**: PowerShell, scripting for systems management protocols.
- ** Automation**: Automation scripts within the automation account.
- ** Other**: Zendesk for ticketing.

**Requirements (Knowledge, Skills & Abilities)**
- Knowledge with various backup systems and an awareness of cloud backup technologies.
- Proficient analytical and problem-solving skills with meticulous attention to detail.
- Prioritisation skills to manage tasks effectively and meet project deadlines.
- Ability to build servers according to established standards and best practices.
- Familiarity with ITSM for problem and change management tracking.
- Proven track record in identifying and implementing process improvements to enhance service quality and availability.
- Capacity to integrate new technologies for enhanced system reliability and efficiency.
- Aptitude for researching and implementing new technology aligned with busine