IT Support Engineer Platforms

Infrastructure Support Engineer (Platforms)

Salary: £43,000 – £48,000 Location: Reading Working Pattern: Hybrid (Tue–Thu on-site, Mon & Fri WFH)On-Call: Rota with additional pay Transport: Free on-site parking or free shuttle bus from local train station

About the Role

We’re looking for an experienced and proactive Infrastructure Support Engineer (Platforms) to join our client's core Infrastructure team. This is a hands-on technical role responsible for supporting and maintaining the platforms and systems that underpin our business operations.

You’ll work closely with the wider Infrastructure Team, IT Support Teams, Governance stakeholders, and external suppliers to diagnose issues, implement changes, improve processes, and ensure the smooth running of our IT platforms. This role also requires participation in an on-call rota to support business-critical systems.

This is an excellent opportunity for someone who enjoys a blend of 3rd line support, platform engineering, and continuous improvement within a collaborative and evolving environment.

Key Responsibilities

Platform & Technical Support

• Provide 3rd line technical expertise across Windows Server platforms, Microsoft services, backup tools, and core infrastructure systems.
• Own and resolve escalated incidents, service requests, and problems within agreed SLAs.
• Perform day-to-day monitoring to ensure systems remain stable, available, and performant.
• Bridge the gap between End User Support (3rd line) and Platform SME duties.

Change & Continuous Improvement

• Raise and deliver change requests, including step-by-step implementation plans, testing, and rollback procedures.
• Maintain high-quality documentation and contribute to internal knowledge sharing.
• Identify and implement improvements to processes, standards, and platform stability.
• Support governance practices and contribute to group-wide operational disciplines.

Stakeholder Collaboration

• Work closely with colleagues, managers, and external suppliers to resolve issues and progress initiatives.
• Build strong working relationships across teams and divisions.
• Support strategic planning discussions by providing platform expertise and technical insight.

Skills, Experience & Qualifications

Essential

• Industry qualifications (e.g., MCSE, CCNA) or demonstrable equivalent experience.
• Strong 3rd line support background with excellent problem diagnosis and root-cause analysis skills.
• Experience supporting and administering:
  • Windows Server platforms
  • Active Directory, Group Policy
  • File/print services
  • Exchange/Exchange Online
  • Microsoft 365, Intune, Azure AD / AD Connect
• Experience supporting Dell and HP server hardware.
• Understanding of backup technologies and concepts.
• Solid diagnostic capability across operating systems, drivers, authentication, and performance.
• Fundamental networking knowledge (TCP/IP, DNS, DHCP, VLANs, routing principles).
• Experience using commercial ITSM tools for Incident, Problem, and Change management.
• Ability to work under pressure, meet strict deadlines, and resolve critical issues.
• Strong communication skills with the ability to explain technical information clearly to non-technical users.
• Ability to work collaboratively across teams and business areas.
• Experience working within an ITIL environment (ITIL Foundation preferred).
• Willingness to travel occasionally, including internationally.