Summary

Department Overview 

Technology Operations is responsible for the management and technical support of our corporate and product platforms and infrastructure. We play a critical role guiding and supporting the engineering functions to deliver critical strategic technology initiatives, programs, and large projects across the division. We provide major incident management and empower the business and engineering functions with the data and insights they need to make critical infrastructure decisions.  

Team Purpose 

Infrastructure Engineers in the Level 2 Support Team bridge the gap between first line support team and the other engineering and management teams. Managing the platforms they cover, providing an escalation point for support and improving the services provided for our end users. 

Role Purpose 

As an Infrastructure Engineer, you will support the day-to-day operations of our IT infrastructure, focusing on primarily on Apple estate management, cloud support, and systems integrations. The role will be part of the Level 2 Support Team, helping resolve more complex issues escalated from the Service Desk. Infrastructure engineer will contribute to automation efforts and have opportunities to grow your technical capabilities. 

Core Responsibilities 

1. Assist in managing macOS devices using JAMF Pro and JAMF Connect. 
2. Support macOS patching and Apple Business Manager tasks.
3. Help maintain cloud environments (AWS/Azure) under guidance. 
4. Contribute to scripting and automation (Python, Bash).
5. Help manage platforms and their integrations (e.g., Slack, Teams, Atlassian).
6. Provide Tier 2 support to the Service Desk.
7. Participate in incident response and root cause analysis. 
8. Troubleshoot and resolve complex end user issues.
9. Entra IDP management and troubleshooting
10. Document processes and configurations clearly.

Essential Skills and Experience 

1. Basic experience with JAMF Pro and macOS device management.
2. Familiarity with Apple Business Manager and macOS patching workflows.
3. Exposure to cloud platforms (AWS or Azure) and basic services.
4. Introductory knowledge of scripting languages (Python, Bash).
5. Understanding of networking fundamentals (IP, DNS, VPN).
6. Experience with ticketing systems and basic ITIL practices.
7. Awareness of endpoint security and compliance principles.
8. Problem Solving: Proactively identifies issues and proposes effective solutions. 
9. Mentorship: Support junior engineers through coaching and knowledge sharing.
10. Cross-Team Collaboration: Work effectively with DevOps, Engineering, and Service Delivery teams.
11. Project Participation: Work on infrastructure projects with minimal supervision.
12. Adaptability: Comfortable prioritising workloads and communicating well.

Desirable Skills and Experience 

1. At least 2 years experience working in within an IT department.
2. JAMF 100/200 desirable 

Skills

• AWS
• Communications Skills
• Development
• Python
• Software Engineering
• Team Collaboration