Senior Infrastructure Support Analyst

Senior Infrastructure Support Analyst | London | Hybrid 3 days | Permanent

A leading financial services client in London is seeking a Senior Infrastructure Support Analyst talented to join their team. Please see below for key details.

Role Overview: Provide expert-level infrastructure and technical support with a strong focus on VIP client services, whilst managing cloud operations, Microsoft 365 administration, and ensuring exceptional service delivery for executive and high-priority users.

Key Characteristics:

1. VIP & Executive Support Excellence - Proven experience providing white-glove support to C-suite executives, board members, and high-priority clients with exceptional customer service skills. Ability to handle sensitive situations with discretion, manage expectations under pressure, respond rapidly to urgent requests, and maintain composure during high-stakes technical issues whilst ensuring minimal disruption to business-critical activities.
2. Advanced Desktop & End-User Support - Extensive experience in Level 2/3 support across Windows 10/11, iOS, and enterprise applications with emphasis on productivity tools. Expert troubleshooting of VIP workstations, laptops, mobile devices, home office setups, and audio-visual equipment including video conferencing systems, ensuring seamless remote and hybrid working experiences.
3. Microsoft 365 Administration - Proficient in managing Exchange Online, SharePoint Online, Teams, OneDrive for Business, and Microsoft Entra ID (Azure AD). Experience with mailbox management, delegation permissions, large mailbox troubleshooting, Teams premium features, shared calendars, distribution lists, and priority user provisioning with expedited SLA handling.
4. Infrastructure Management & Monitoring - Strong knowledge of on-premises and cloud infrastructure including Windows Server, virtualisation platforms (VMware, Hyper-V), storage systems, and network infrastructure. Experience monitoring system health, managing server performance, coordinating patching schedules, and responding to infrastructure alerts whilst minimising user impact.
5. Cloud Operations (Azure) - Hands-on experience managing cloud infrastructure including virtual machines, storage accounts, networking, load balancers, and resource optimisation. Familiarity with Azure Monitor, cost management, backup solutions, disaster recovery configurations, and implementing infrastructure changes following change management procedures.
6. Client-Facing Communication Skills - Exceptional interpersonal and communication abilities with experience translating technical issues into business-appropriate language for non-technical executives. Skilled at providing regular status updates during incidents, managing stakeholder expectations, delivering training sessions to VIP users, and building trusted relationships across the organisation.
7. Identity & Access Management - Expert knowledge of Active Directory, Azure AD/Entra ID, group policy management, and privileged access management. Experience with VIP account provisioning, security group memberships, RBAC, conditional access policies, MFA troubleshooting, and understanding of zero-trust security models and compliance requirements.
8. Incident & Problem Management - Highly skilled in ITIL incident management processes with emphasis on major incident coordination affecting users or business-critical systems. Experience coordinating cross-functional teams during outages, conducting root cause analysis, and implementing preventative measures with detailed post-incident reporting.
9. Network & Connectivity Excellence - Advanced understanding of TCP/IP, DNS, DHCP, VPN technologies, SD-WAN, wireless networking, and remote access solutions. Ability to rapidly diagnose and resolve connectivity issues for remote users, troubleshoot complex network problems, work with ISPs for home office connectivity, and ensure reliable access to corporate resources.
10. Mobile Device & Remote Working Support - Extensive experience supporting mobile devices (iPhone, iPad) including MDM solutions (Intune), VPN clients, secure email configurations, and mobile application troubleshooting. Expert in resolving issues for remote workers including home network setup, video conferencing quality, and secure access to corporate systems.
11. Audio-Visual & Conferencing Systems - Proficient in supporting enterprise video conferencing platforms (Teams, Zoom), boardroom AV systems, presentation setups, and hybrid meeting technologies. Experience troubleshooting audio/video quality issues, managing meeting room equipment, coordinating with AV vendors, and providing on-site support for high-profile events or presentations.
12. Proactive Service & Relationship Management - Strong focus on proactive support, anticipating technical needs before issues arise, and building service improvement initiatives based on user feedback. Experience managing user profiles, maintaining asset inventories for executives, coordinating technology refreshes, and ensuring seamless onboarding/offboarding experiences with meticulous attention to detail.

If you align to the key requirements then please apply with an updated CV.