Wintel Infrastructure Support Engineer

Job description

About the role

This role sits within Group Corporate Services, which provides the internal technology and operational services that help the organisation work effectively and securely. As the CDS Lab Infrastructure Support Engineer, you will provide day-to-day operational support for the Cyber Defence Services (CDS) and Cyber Response Services (CRS) lab environments.

You will support a segregated, non-corporate infrastructure estate used for cyber security testing, forensic analysis, training and controlled research. Working within approved designs, Service Design Packages and Information Technology Infrastructure Library (ITIL) and Service Integration and Management (SIAM) aligned processes, you will help ensure services remain secure, available, compliant and supportable. When capacity allows, you will also contribute to wider Group Digital infrastructure operations within defined service ownership boundaries.

The role is based in the UK. The successful candidate must hold, or be eligible to obtain, UK Security Clearance (SC) and must work from the UK in line with applicable security, data-handling and compliance requirements.

Roles and responsibilities

• Deliver reliable day-to-day support for CDS and CRS lab infrastructure, helping maintain secure and available services for testing, analysis, training and research.
• Manage the provisioning, patching, upgrading, re-imaging, recovery and decommissioning of physical and virtual infrastructure throughout its lifecycle.
• Operate and support Microsoft Azure, Azure Local (Azure Stack HCI), Windows Server, storage and virtualisation platforms, resolving incidents and coordinating break-fix activity.
• Administer Active Directory and Microsoft Entra ID access, including approved user, group, time-bound and exception-based access changes.
• Maintain secure connectivity to segmented lab services by supporting networks, firewalls, virtual private networks (VPNs) and virtual desktop infrastructure (VDI).
• Monitor platform health, coordinate vulnerability remediation and support backup, restoration, recovery, audit and compliance activity, including Cyber Essentials Plus where applicable.
• Manage incidents, requests, changes and problems through ServiceNow, while maintaining clear standard operating procedures and operational documentation.
• Support service transition, early-life support and wider Group Digital infrastructure activity, including shared services, data centre or co-location operations and cross-service improvements.

Experience and skills needed

• Demonstrable experience supporting enterprise infrastructure in business-as-usual operational environments across physical, virtual or hybrid platforms, including secure or segregated estates.
• Hands-on experience supporting Microsoft Azure, Azure Local (Azure Stack HCI) or a comparable hyperconverged infrastructure platform, together with Hyper-V or VMware virtualisation.
• Strong experience supporting Windows Server workloads, Active Directory and Microsoft Entra ID, including user, group and access administration.
• Experience supporting segmented networks, firewalls, VPNs and secure remote-access services; experience with virtual desktop infrastructure or Azure Virtual Desktop is welcome.
• Experience using monitoring, vulnerability-management and backup tools to maintain platform health, remediate risks and support recovery and compliance activities.
• Experience working within ITIL-aligned service management processes and using a service management platform such as ServiceNow; exposure to service transition, regulated environments, cyber security labs or Microsoft Intune is advantageous.

Qualifications required

• ITIL Foundation certification or equivalent practical experience applying ITIL-aligned service management processes.