Skills

Communication Time Management Adaptability Problem-solving Customer Service Networking Attention to detail Training Operating Systems Windows Windows Server

Job Specifications

Infrastructure Support Engineer (Contract) - Fully Remote
Rate: £220 per day (Inside IR35)
Contract Length: Until the end of June 2026 (initially)
Location: Fully Remote (occasional on-site visits may be required)
About the Role
We're looking for a proactive and technically skilled 2nd Line Infrastructure Support Engineer to join our client's team on a contract basis. You'll be responsible for tackling complex technical issues, supporting end users remotely (and occasionally on-site), and ensuring systems and infrastructure run smoothly and securely.
This role is ideal for someone who thrives on problem-solving, takes ownership of their work, and enjoys working across a diverse technical landscape.
Key Responsibilities Advanced Issue Resolution: Diagnose and resolve complex technical issues escalated from 1st line support, covering systems, networks, and hardware.
Problem Ownership: Take full ownership of user-reported issues from initial diagnosis through to successful resolution.
Remote and On-Site Support: Provide hands-on support remotely and when needed, on-site for hardware installations or repairs.
Documentation: Maintain accurate and detailed records of issues, resolutions, and best practices within the call logging system.
Escalation: Escalate unresolved or specialist issues to 3rd line support or infrastructure teams as appropriate.
SLA Compliance: Ensure all support activities adhere to defined Service Level Agreements (SLAs).
System Maintenance: Carry out software builds, rebuilds, and hardware/software upgrades.
Experience with SCCM, InTune MDM, and Autopilot is highly desirable.
User Training: Deliver user guidance and training on complex technical issues or new software implementations.
Vulnerability Remediation: Understand and remediate security vulnerabilities through effective patching and resolution methods.
Required Skills and Attributes Technical Expertise: Strong working knowledge of operating systems (eg, Windows Server), networking, hardware, and common enterprise software.
Troubleshooting Skills: Proven analytical ability to diagnose and resolve intricate technical problems.
Customer Service: Excellent communication skills with a professional, customer-focused approach.
Documentation: Strong attention to detail and accuracy in maintaining support documentation.
Time Management: Ability to prioritise workloads and manage multiple issues in a fast-paced environment.
Adaptability: Comfortable adapting to new technologies and changing priorities.
Tenacity: Self-driven approach to researching and resolving complex hardware, firmware, or software issues.
Cybersecurity Awareness: Experience in handling or triaging cybersecurity incidents is an advantage.
Application Management Tools: Familiarity with tools such as ManageEngine or Patch My PC is desirable.

About the Company

Our mark, your success. IDPP has been established for over 37 years, and during that time we have become experts in the IT and Telecoms industries supporting customers with a variety of bespoke services. Initially providing only contingency resources, IDPP began to reinvent itself some 5 years ago by moving into the services arena with the provision of fixed price projects and work package solutions. A brief synopsis of our current client services includes:- -Fixed Priced Project & Work Packages -Managed Services -Contra... Know more