Within this role, you will be involved in technical project work and support the first/second line support team; you will also be responsible for ongoing maintenance and support of the on-premise & cloud-hosted environment on a BAU basis. You will be tasked with day-to-day support and troubleshooting of issues within the company's infrastructure network services ensuring you work to agreed SLAs within an ITIL environment. This role is onsite in Glasgow, paying a salary up to £55,000 DOE. You will need to be a UK Citizen or have Indefinite leave to remain. Duties: Providing 3rd line technical support across the IT Infrastructure environment including cloud technologies and telephony networks. Ensuring that all incidents, problems, and requests are progressed and updated through to completion. Design, deploy, and maintain scalable and secure infrastructure solutions within a contact centre environment. Collaborate with cross-functional teams to develop and implement network policies, procedures, and best practices. Experience: A minimum of 5 years experience at least 3 of which must be at 3rd Line Support Engineer/Infrastructure & Network level. At least 2 years IT experience within in a contact centre environment. Excellent Microsoft administration skills to include Azure AD, Intune, O365, Entra, Exchange, SharePoint. Excellent experience of infrastructure components like Networking, Server platforms, storage, application structure (2-tier, 3-tier), Identity, Security (Encryption, PKI), load balancing. Experience of administration and troubleshooting within Office 365, Azure, Active Directory, Intune, Entra. Experience working with a large application estate running IIS & SQL. Experience managing infrastructure estates using configuration management and application management & monitoring tools. Strong & demonstrable experience migrating workloads to cloud platforms