IT Support & Infrastructure Specialist

The IT Support and Infrastructure Specialist is responsible for designing building maintaining and continuously improving IT infrastructure across the Group its business units and Group Services clients ensuring reliable secure and scalable technology operations. This role operates with a strong sense of ownership across IT support and infrastructure management applying independent technical judgment to evaluate IT decisions resolve technical challenges maintain comprehensive system documentation and strengthen infrastructure resilience security and operational efficiency as the business grows.

Infrastructure Design & Build

• Design and build servers networks VPN identity and access for Group and BU environments.
  

• Set and maintain the Group build standard for new environments.
  

• Build infrastructure that can be reproduced from documentation and code.
  

• Document all systems built to a handover-ready standard.
  

Entity Separation & Client Environments

• Deliver the entity separation programme across Google Workspace Slack domains and VPN.
  

• Build a separate VPN per entity with one-way Group visibility into BUs.
  

• Build separate IT environments for Group Services clients to agree specification and timeline.
  

• Log client work in Clockify against tier deliverables and billable hours.
  

Automation & Improvement

• Own the Group IT improvement backlog prioritised by risk and cost.
  

• Review the backlog monthly with the IT Lead and Group COO.
  

• Automate repeated tasks using scripts n8n workflows and configuration management.
  

• Resolve the root causes of recurring tickets.
  

Reliability & Operations

• Own patching capacity and monitoring for assigned systems on the Proxmox and Docker environment.
  

• Run quarterly backup restore tests and document the results.
  

• Hold documented admin access to critical systems to remove single-administrator dependency.
  

• Lead post-incident reviews and record root cause and actions.
  

Technical Review & Governance

• Review significant IT changes before implementation including those proposed by the IT Lead and record outcomes in writing.
  

• Raise design security and cost concerns with evidence and a proposed alternative.
  

• Escalate unresolved material risks to the Group COO.
  

• Evaluate vendor and tool proposals on cost lock-in and security before purchase.
  

Escalated Support & Coaching

• Resolve technical issues escalated from L2 support.
  

• Coach L2 staff to reduce repeat escalations.
  

• Provide technical input to IT Governance on policies and runbooks.
  

• Flag gaps between documented policy and actual practice.
  

• 3 to 5 years in systems administration or infrastructure roles.
  

• Production Linux administration.
  

• Docker in production and Proxmox or another virtualisation platform.
  

• Networking: VLANs firewalls DNS DHCP and site-to-site or client VPN (WireGuard or similar).
  

• Google Workspace administration at tenant level.
  

• Bash or Python scripting for automation.
  

• Proven experience designing and building systems.
  

• Experience reviewing and influencing technical decisions.
  

• Clear communication with non-technical staff.
  

• A degree or diploma in IT computer science or cybersecurity or equivalent practical experience.
  

• Infrastructure as code (Ansible Terraform or similar).
  

• MSP experience building environments for multiple clients.
  

• Nginx reverse proxies web hosting and cloud platforms.
  

• Monitoring stacks (Grafana Loki Prometheus or similar).
  

• Security certification (Security Network or higher).
  

• Linux Docker and Proxmox administration in production.
  

• Network design including VLANs firewalls and VPN.
  

• Identity and access management across Google Workspace Slack and 1Password.
  

• Scripting and automation with Bash Python and n8n.
  

• Backup design and restore testing.
  

• Monitoring alert triage and incident review.
  

• Clear written proposals reviews and technical documentation.
  

• Calm direct communication with technical and non-technical colleagues.