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Senior IT Support and Infrastructure Engineer

Full Time

Locations

Norwich or Cambridge Office

Job Type

About the Role

PURPOSE:   

 

The Senior IT Support and Infrastructure Engineer will comprehensively assess our IT infrastructure, covering on-premises networks, virtual environments, Active Directory, Azure integration, and firewall configuration. Recommendations will be provided for issues identified, along with supply time/cost proposals. Required remedial action will be taken and implemented as appropriate.

 

MAIN DUTIES AND RESPONSIBILITIES: 

 

1. Network and WAN Operations

  • Take ownership of diagnosing and resolving issues with existing LAN and WAN infrastructure.

  • Improve performance, security, and manageability across switching, routing, VLANs, DHCP, and DNS.

  • Support physical cabling and server room reorganisation in preparation for infrastructure migration to Norwich.

  • Ensure reliable and consistent network access across all organisational sites.

 

2. Virtual Infrastructure and Servers

  • Manage and monitor the Hyper-V environment, including provisioning, performance tuning, and troubleshooting.

  • Assist in migration of services from legacy infrastructure to modern Hyper-V platforms.

  • Maintain strong operational standards for patching, backups, and capacity management.

 

3. Active Directory and Identity

  • Maintain and improve on-premises Active Directory and Group Policy structure.

  • Assist with planning and implementation of a clean domain rebuild using industry best practices.

  • Support Azure AD hybrid identity infrastructure, including AAD Connect, SSO, and conditional access.

 

4. Azure and O365 Hybrid Environment

  • Administer and support Microsoft 365 services, including Exchange Online, SharePoint, OneDrive, Teams, and Intune.

  • Maintain and optimise the organisation’s Azure AD hybrid environment.

  • Ensure secure and reliable integration between cloud and on-prem infrastructure.

  • Support AAD Connect, conditional access policies, and device management.


5. Firewall and Security

  • Administer Fortinet (FortiGate) firewalls across all sites and virtual networks.

  • Maintain and update firewall rules, VPNs, NAT policies, and segmentation.

  • Verify alignment between firewall configurations, infrastructure layout, and security policies.

  • Collaborate with audit and compliance teams to remediate vulnerabilities and improve system hardening.

 

6. General Infrastructure Support

  • Respond to and resolve escalated infrastructure issues in collaboration with 1st/2nd line support.

  • Maintain up-to-date technical documentation, diagrams, and standard operating procedures.

  • Participate in infrastructure improvement initiatives and support IT-related audits and compliance work.


QUALIFICATIONS AND CERTIFICATIONS

 

Required:

  • Minimum 4–5 years’ experience in a senior infrastructure or IT support role.

  • Strong hands-on experience with Microsoft environments: Windows Server, Active Directory, Office 365.

  • Experience managing Azure AD and hybrid identity environments.

 

Desirable:

  • Certifications such as Microsoft (MCSA/MCSE/Azure), Fortinet NSE, CompTIA, or similar.

  • Experience working in an MSP or multi-site environment.

 

EXPERIENCE AND SKILLS

 

Essential:

  • Proven ability to take ownership of infrastructure issues and implement effective solutions.

  • Deep understanding of TCP/IP, DNS, DHCP, VLANs, routing, and troubleshooting tools.

  • Advanced knowledge of Active Directory, Group Policy, and Office 365 administration.

  • Hands-on experience with Azure AD, AAD Connect, conditional access, and Intune/Defender for Endpoint.

  • Strong FortiGate firewall configuration and support skills (including VPN and segmentation).

  • Excellent diagnostic and problem-solving abilities across systems and networks.

  • Clear communication skills, both written and verbal, across technical and non-technical teams.

 

Desirable:

  • Experience mentoring staff or leading small infrastructure initiatives.

  • Experience automating tasks with PowerShell or other scripting tools.

  • Familiarity with Cyber Essentials Plus or equivalent security standards.

 

OTHER REQUIREMENTS

  • Own transport is essential due to multi-site responsibilities (infrequent).

  • Willingness to travel between sites and provide support outside normal hours if required (infrequent).

 

Pay Range

£37,000 - £45,000 dependent on the experience.

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Observational and Pragmatic Research Institute (registered in Singapore) 
Observational Pragmatic Research International (registered in England and Wales)
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