JOB SUMMARY The IT Infrastructure Analyst I is an entry-level role within the IT Infrastructure team, responsible for supporting the deployment, maintenance, and troubleshooting of core infrastructure and site networking, whilst delivering first-class customer support. This position is ideal for recent graduates looking to enter the infrastructure space, building hands-on experience with enterprise infrastructure technologies in a collaborative environment. The role will focus on a mix of customer support and assisting infrastructure engineers with project work and day-to-day operations, contributing to a secure, reliable, and high-performing infrastructure environment. The position will work with user endpoints, virtual machines, NAS and cloud-based storage, cloud platforms, identity and directory services, backup and recovery, and infrastructure monitoring tools, and site network hardware while developing technical and professional skills. The role works cross-functionally with the Network Services, Applications, and Operational teams, in LAN/WAN, security, SQL, AI, and development environments. This is a combined infrastructure and network role, providing first-line network support for our sites alongside core infrastructure duties. JOB RESPONSIBILITIES Role and Responsibilities Infrastructure Support & Operations • Support end users, sites, and operations through service desk toolset, ensuring customer service is a priority. • Assist in the configuration and maintenance of systems, applications, and tooling • Support day-to-day infrastructure operations, including monitoring performance, preventive maintenance, and responding to issues. • Help troubleshoot basic VM, storage, cloud, identity, security, and performance problems under guidance from senior engineers. • Assist with access and configuration changes following established procedures. Network Support & Troubleshooting • Provide first-line troubleshooting of site LAN and Wi-Fi issues, escalating to Network Services as needed. • Check and manage endpoint network configuration (IP, DHCP, DNS, VLAN/SSID) following established procedures. • Utilise network monitoring tools to ensure the operational health of site network devices. • Carry out basic Wi-Fi checks (coverage, signal strength, access point health) for site devices. • Assist with monitoring and troubleshooting of the WAN (CATO) layer, working with carriers to investigate link issues. • Maintain network documentation, including switch port maps, IP records, and site diagrams. Project Support • Support infrastructure deployment activities for site implementations and upgrades, including Unifi Network (switching, wireless) and Access/Protect, on-premise servers/storage, endpoint deployment, and general go-live activities. • Assist with gathering requirements and documenting infrastructure configurations. • Participate in implementation activities including build, testing, and validation of infrastructure solutions. • Help create and maintain documentation for infrastructure builds and changes. Monitoring & Maintenance • Monitor and help to maintain infrastructure systems using standard tools (e.g., Zabbix, CATO, Crowdstrike, UniFi Network, O365) and escalate issues as needed. • Assist with maintaining infrastructure documentation, diagrams, and inventory/asset records. • Help ensure systems align with company standards for security and performance. Collaboration & Learning • Work closely with infrastructure engineers, IT teams, and external vendors to support project delivery. • Engage in cross-functional activities with key teams (Network Services, Applications, Operational Technology) • Participate in team meetings and contribute to problem-solving discussions. • Continuously develop technical knowledge through training, certifications, and hands-on experience. • Learn through exposure: support tickets, meetings, documentation, articles, senior team members, AI. • Have an appetite to push the boundaries with AI tools such as Claude, CoPilot, and Cursor QUALIFICATIONS Experience: • Bachelor’s degree in Computer Science, Information Technology, or a related field (or equivalent academic experience). • Foundational understanding of infrastructure concepts such as: • Windows and Linux server operating systems • Virtualisation fundamentals (e.g., VMware, Hyper-V) • Basic cloud and storage concepts • OSI model fundamentals • Networking fundamentals (TCP/IP, subnetting, DHCP, DNS, VLANs, Wi-Fi) • Security fundamentals including conceptual understanding of firewalls, EDR, vulnerabilities. • Exposure to Cisco, Aruba, and Ubiquiti UniFi network hardware desired. • Strong willingness to learn and develop technical skills. • Basic troubleshooting and analytical skills. • Strong communication and teamwork skills. Preferred: • Internship, lab experience, or academic projects related to systems or infrastructure. • Entry-level certifications such as CompTIA Server+, CompTIA Network+, Cisco CCNA, Microsoft Azure Fundamentals, or AWS Cloud Practitioner (or in progress). • Exposure to infrastructure tools or technologies (e.g., Azure, Active Directory, PowerShell, or similar platforms). • Familiarity with basic security concepts and best practices. Skills & Competencies: • Eagerness to learn and grow in a technical environment • Strong attention to detail and problem-solving ability • Ability to follow processes and work under guidance • Effective communication with both technical and non-technical team members PHYSICAL REQUIREMENTS • Work is primarily sedentary. Sits comfortably to do the work; however, there may be some walking, standing, bending, or lifting item weighing up to 15 pounds. ADDITIONAL INFO • Primarily office-based with occasional lifting of light equipment (up to 15 lbs). • May require limited travel for site support or training opportunities. • Occasional off-hours work may be required to support deployments. • Travel across the US based on progress and ability to support activities on site. #LI-JP1