Infrastructure Support Specialist - Group


Business Unit: Group IT

Reports to: Infrastructure Team Lead

Location: Flexibility between home and office based in London

Closing date: 30th June


About the Role

This is a Group level role supporting the Group IT infrastructure. We are a small but effective team who pride ourselves in our customer-service and “can-do” attitude. We work closely together to share knowledge and skills to be the best we can be. The role will suit someone with 1st and 2nd line experience from a Service Desk and desktop support background looking to progress into infrastructure, projects and being an escalation point for others in the team.

SRG has embarked on an exciting period of strategic growth which means our user base is growing quickly. This role will support that growth across the group and the transformation of IT infrastructure.

This role is based in London but travel to other offices across the UK will be required when it is safe to do so. Colleagues across the Group are currently working remotely.


Key Responsibilities

Working with the IT Service Desk and Network to provide support for the SRG user base and the IT Infrastructure

  • Mentor of Junior IT service desk members and form part of the escalation into a 2nd / 3rd line role
  • Provide escalation for 1st Line support on IT and Service Desk requests
  • Provide ownership and innovation of the Service Desk and enable new features, improvements, and service level agreements
  • Provide operational reporting for the Infrastructure Team Lead.
  • Ensure support tickets and incidents are dealt with in a timely manner and within agreed SLA’s
  • Build and maintain relationships with 3rd party suppliers for services such as IaaS, managed printing and software vendors.
  • Perform computer / server and software installations
  • Support the ongoing maintenance and stability of IT Services.
  • Perform scheduled maintenance and other tasks, often outside of normal business hours
  • Ensure IT system, standards and procedures are maintained throughout the business
  • Solve systems issues and monitor various systems and activities
  • Help produce and maintain clear and accurate systems documentation for work undertaken by the IT team and in the production of user guidance and instructions
  • Engage with various IT Projects
  • Proactively explore new technologies and investigate how they may be utilized with the company
  • Potential to work within a shift pattern to cover 07:30 – 17:30 operating window with out of hours as required (time off in lieu offered)

About you:
  • You will be a confident written and verbal communicator with the ability to build professional relationships with a variety of internal and external stakeholders at all levels
  • Actively contributes and encourages all team members to make useful contributions, responding positively to the contributions of others
  • Identifies when team members need support and provide i
  • Is helpful and treats colleagues with courtesy
  • You will be proactive, take the initiative and deliver an outstanding quality of work

You will be able to demonstrate a working knowledge and experience of the following:

  • Troubleshooting desktop and server hardware faults and issues.
  • Microsoft Windows Server 2016+ and above
  • Azure Infrastructure-As-A-Service and O365, as well as knowledge of the various platforms that fall under these
  • Citrix knowledge of catalogues, redeployments of images and using Citrix Studio and Director
  • Lenovo, HP technologies, Citrix and thin clients
  • Internet security gateways, email security gateway’s and archiving solutions
  • Endpoint protection management and monitoring
  • Networking, WAN, LAN and network skills
  • Cisco Meraki & Mitel telephony experience would be ideal

The following qualifications would be beneficial:
  • Microsoft – MCP accreditation in Desktop & Server Support/Configuration
  • ITIL v3 Service Management (Foundation)


To apply for this role, please submit your C.V. and covering letter to the email below: