Job Opportunities

Senior IT Support & Infrastructure Engineer

Senior IT Support & Infrastructure Engineer

Location: Remote

Shift Pattern: Operational hours to be aligned with UK business requirements (with flexibility for rotational or out-of-hours deployment as required). The role would be 5 days over 7 with some weekend work. Working hours would be 7am GMT – 4pm GMT.

Role Overview
Operating as the primary offshore deputy to the UK-based IT Manager, this is a high-impact, autonomous role within a fast-paced Fintech BPO environment. The successful candidate will take end-to-end technical ownership of day-to-day service desk operations, act as the escalation point for operational issues and directly assist with infrastructure, security compliance, and client implementation pipelines.
This role requires a blend of strong technical ability, adherence to security frameworks, and hands-on cloud infrastructure experience.

Key Responsibilities
1. Operations & Service Management
Support Ownership: Act as the lead for IT Support tickets, managing the lifecycle of tickets across hardware, software, and access management. Providing and maintaining solutions and system level changes to support proactive support.
Process Automation: Proactively identify operational bottlenecks and develop automation workflows (e.g., scripting repetitive tasks) to minimize ticket volume and improve efficiency. This will involve taking ownership of a chosen RMM product, experience of RMM solutions would be beneficial.
2. Cloud & Contact-Centre Infrastructure
AWS Environment Management: Serve as a secondary administrator for multiple AWS profiles, assisting with infrastructure optimisation, cost auditing, IAM policies, and environment monitoring.
CCaaS Administration: Assist in managing, configuring, and troubleshooting cloud contact-centre environments. It would be desirable to have experience with Amazon Connect including routing profiles, call flows, and releases / amendments.
Modern Networking: Support and maintain next-generation network access layers. Experience with Cloudflare Zero Trust and similar solutions would be beneficial.
3. Identity, Assets & Compliance
Lifecycle Management: Securely orchestrate the full joiner, mover, and leaver (JML) lifecycle, managing identities across Microsoft 365, AWS and password management tools (Bitwarden). Enforcing secure endpoint provisioning via MDM (Intune) including reviewing existing and proactively contributing to policy level changes.
Security Adherence: Ensure all technical operations are aligned or compliance with various standards, including PCI DSS, Cyber Essentials and other relevant standards.
Self-help Knowledge & Documentation: Architect, write, and maintain highly clear technical documentation, standard operating procedures (SOPs), and end-user self-help repositories.

Candidate Profile & Requirements
Essential Technical Experience:
Experience Level: Minimum of 5+ years of progressive experience in IT infrastructure, system administration, or high-tier service desk operations.
Cloud Architecture: Proven, hands-on experience navigating and supporting cloud infrastructure.
Enterprise Ecosystems: Deep administrative knowledge of Microsoft 365 (Exchange, Teams admin, SharePoint, Azure AD/Entra ID).
Next-Gen Networking: Practical understanding of securing distributed/remote workforces via Zero Trust Network Access (ZTNA) frameworks and modern firewalls.
Industry Context: Previous experience working within a regulated sector (Fintech, Banking, or BPO sectors) is advantageous.

Desirable Attributes & Certifications:
Certifications: CompTIA A+, ITIL, AWS Certified Cloud Practitioner / Solutions Architect, equivalent Microsoft Associate certifications.
Programmability: Exposure to scripting, data environments, and an understanding of development environments.

Core Competencies:
Autonomy: An established track record of working productively in a fully remote setup, demonstrating strong self-motivation and ownership.
Communication: Written and verbal English communication skills, with the ability to interface smoothly with stakeholders, internal teams, and third-party vendors.
Analytical Mindset: Exceptional, structured troubleshooting capabilities that look past the immediate symptom to solve root-cause infrastructure issues.