Senior Infrastructure Support Analyst

We are seeking a highly organized IT Support Analyst (Infrastructure Service Operations) to join our local technology team. In this role, you will manage multiple layers of enterprise infrastructure and deliver high-quality daily IT services to our regional business users.

As a crucial member of the Infrastructure Service & Operations (IS&O) team, you will provide

Level 2 technical support

for desktop and core infrastructure environments. You will also handle corporate escalations, oversee production environments, and participate in regional infrastructure projects. The ideal candidate thrives in complex, regulated environments (such as Financial Services) and possesses strong technical expertise in Microsoft ecosystems, virtualization, and endpoint management tools.

Key Responsibilities

Desktop & Infrastructure Support

• Provide 2nd level technical support for enterprise desktop, workstation, and infrastructure environments across regional users.
• Configure, troubleshoot, and optimize end-point clients and endpoint security.
• Manage all advanced technical escalations forwarded by the regional Service Desk.
• Monitor day-to-day production environments and performance metrics to ensure maximum system availability.
• Conduct periodic reviews of infrastructure systems to implement continuous operational improvements.
• Administer enterprise monitoring systems, vulnerability management protocols, and security incident response frameworks.

Project Management & Continuous Improvement

• Participate in or lead deployment phases for regional and global IT infrastructure projects.
• Execute ad-hoc IT tasks with high quality, ensuring strict compliance with timelines.
• Proactively detect technical issues, identify areas of risk, and provide constructive technical solutions.
• Provide timely ad-hoc reports and documentation to IT leaders and business stakeholders.

Disaster Recovery & Risk Mitigation

• Coordinate and execute annual IT Disaster Recovery (DR) exercises across multiple regional and global hubs.
• Validate that all critical applications are accurately scoped within DR tests and coordinate tester access and test cases.
• Maintain accurate inventory records and complete systems reporting in a timely manner.

Required Qualifications & Experience

Professional Experience

• Education: Degree qualified in Information Technology, Computer Science, or a related field.
• Industry Background: Extensive experience working within a desktop and infrastructure support team inside a Banking or regulated Financial Services environment.
• Support Track Record: Solid background serving as a Level 2 support professional in Microsoft Windows enterprise environments.

Technical Skills & Toolsets

• Operating Systems: Windows Server platforms and enterprise Workstation OS.
• Directory Services: Microsoft Active Directory along with core network services (DNS, DHCP, GPO, DFS).
• Cloud & Endpoint: M365/O365 suites, Microsoft Intune product suites, and System Center Configuration Manager (SCCM).
• Endpoint Management: Professional experience with Ivanti endpoint management platforms.
• Automation: Proficiency in PowerShell scripting for infrastructure management and process automation.
• Virtualization: Citrix XenApp, Virtual Desktop Infrastructure (VDI), and VMware vSphere (ESX, vCenter).
• Storage & Hardware: Wintel server hardware architecture, Storage Area Networks (SAN), NetBackup operations, tape libraries, and appliance management.
• Networking: Strong foundational knowledge of LAN/WAN networking, switching, routing, and link aggregations.

Core Competencies

• Ability to prioritize heavy workloads and navigate complex, ambiguous technical environments.
• Exceptional collaborative skills to drive positive changes alongside regional peers.
• Flexible interpersonal approach to foster relationship management with stakeholders across the region.