Job Description:
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We are seeking a proactive and autonomous Infrastructure Support Specialist to join our IT Operations team. This role requires a strong understanding of infrastructure support, with hands-on experience in networking, systems, CCTV, IP telephony, and endpoint management.
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The successful candidate will have a background in IT support within a networked environment and hands-on experience with the Cisco Meraki cloud-based platform. They will be confident in troubleshooting diverse IT hardware and possess excellent verbal and written communication skills.
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Key Responsibilities:
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* Provide hands-on support across core infrastructure domains including networking (primarily Cisco Meraki), Windows endpoints, IP telephony (e.g. 3CX or similar), security systems, and access control platforms.
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* Act as the Tier 2 escalation point for network-related issues raised by the Service Desk, performing advanced troubleshooting and root cause analysis.
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* Support BAU infrastructure operations including patch management, firmware upgrades, system evaluations, and endpoint maintenance.
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* Assist in the deployment and configuration of IP CCTV and duress alert systems, contributing to design validation, site rollouts, and vendor coordination.
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* Maintain and improve technical documentation including network diagrams, SOPs, support guides, and internal knowledge base articles.
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* Collaborate with the Service Desk to uplift triage workflows, improve diagnostic procedures, and mentor junior staff in handling recurring technical issues.
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* Contribute to internal infrastructure projects involving technology transitions, system hardening, cloud integrations, and deployment automation.
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* Monitor health and performance of network and endpoint systems using tools such as Meraki Dashboard, RMM platforms, and security alerting systems.
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* Engage in vendor escalation, procurement processes, and support agreements for infrastructure-related services and hardware.
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* Participate in scheduled maintenance windows, ensuring appropriate pre-checks, communications, and system validation before and after changes.
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About You:
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To be successful in this role, you must have a minimum of 3 years' total experience in an IT Service Desk role, or at least 2 years as a Level 2 Service Desk Agent with a Managed Services Provider (MSP). You will also need foundational networking knowledge (VLANs, DHCP, subnets, DNS) and exposure to Cisco Meraki environments (switches, APs, MX security appliances, cellular gateways).
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A key aspect of this role is your ability to self-manage workload, task switch, and meet deadlines. Excellent verbal and written communication skills are essential, along with the ability to work effectively in a team environment.
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What We Offer:
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We offer a competitive package that includes opportunities for growth and development. Our team is committed to promoting a healthy work-life balance, with a hybrid work model that combines office and remote work responsibilities. We also provide access to industry leading fitness, travel, fashion, and retail brands through our partner discount program.
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This role offers a unique opportunity to contribute to the success of our organization while advancing your career in IT infrastructure support.
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