Job Purpose Provide third-line technical support and escalation for complex infrastructure environments, ensuring high availability, security, and rapid resolution of critical incidents. The role focuses on modern enterprise technologies including identity management, endpoint management, cloud platforms, virtualisation, collaboration services, networking fundamentals, and enterprise backup solutions. The position emphasises proactive monitoring, automation, security best practices, and business continuity planning. Work is carried out in accordance with documented procedures and vendor best practices to ensure solutions are implemented securely and reliably. Key Responsibilities Provide third-line technical support and escalation for infrastructure and cloud platforms. Investigate and resolve complex service issues, escalating to vendors where required. Manage service requests and incidents within the organisation's service management framework. Maintain clear and regular communication with internal teams and customers. Perform system upgrades, maintenance, and patch management in line with vendor guidance. Ensure systems adhere to security, compliance, and data protection standards. Deliver technical guidance and knowledge sharing within the support team. Administer and support cloud productivity platforms including email, collaboration, endpoint management, and identity services. Implement and maintain enterprise backup platforms, disaster recovery strategies, and business continuity processes. Support advanced security services including endpoint detection and response, managed detection services, secure access platforms, and privileged access controls. Maintain accurate documentation and detailed ticket notes throughout the lifecycle of support requests. Key Performance Indicators Adherence to service level agreements (SLAs). Accuracy and timeliness of ticket updates and documentation. Customer satisfaction and service quality feedback. System uptime and incident resolution efficiency. Effective use of monitoring, automation, security best practices, and recovery readiness. Skills & Experience Strong technical knowledge across enterprise infrastructure and cloud environments. Experience supporting identity management, endpoint management, cloud platforms, virtualisation technologies, and collaboration services. Familiarity with monitoring and alerting platforms used to manage infrastructure environments. Experience implementing and managing backup, disaster recovery, and business continuity solutions. Knowledge of enterprise security tools and incident response processes. Strong troubleshooting, analytical, and problem-solving skills. Excellent communication and customer service abilities. Ability to manage workload effectively and perform under pressure. Understanding of cybersecurity principles and compliance frameworks. Willingness to participate in an on-call or out-of-hours support rota. Desirable Experience Experience with virtual desktop infrastructure or cloud-hosted desktop platforms. Familiarity with automation or infrastructure management tooling. Career Development The role offers opportunities for ongoing professional development, certification, and progression within advanced infrastructure and cloud support functions.