2nd Line Infrastructure & Desktop Support Analyst
PermanentJob Overview
Greenergy delivers safe, efficient and reliable fuel solutions to customers across road, aviation and marine sectors. As an international transportation fuel supplier, we combine traditional and renewable energy solutions to support our customers through the energy transition.
Commitment to innovation and a drive to do things differently have seen Greenergy grow from a bedroom start-up to supply transport fuels in the UK, Ireland and Canada, as well as being a leading European manufacturer of waste-based renewables.
We're looking for an experienced 2nd Line Infrastructure and Desktop Support Analyst to join our IT team, providing a blend of hands-on desktop support and infrastructure expertise across our business. Acting as a key escalation point for complex technical issues, you'll support a broad range of technologies including end-user devices, Microsoft 365, cloud services, networks and core infrastructure, helping to ensure colleagues have reliable access to the systems they need every day.
Key Responsibilities
- Provisioning, configuring, and maintaining end-user devices whilst delivering excellent customer service focused on quality ITSM system input, first-touch resolution, and meeting any SLA obligations
- Fix issues across desktops, laptops, printers, mobiles, and other hardware
- Visit local depots to install, configure, and repair kit (PCs, servers, switches)
- Managing lifecycle activities: setup, patching, upgrades, and decommissioning
- Troubleshooting hardware and software issues for users across the organisation
- Diagnose and resolve server, network, and core application incidents within SLA targets, performing root cause analysis and implementing permanent fixes to prevent recurrence
- Monitor system performance, availability, and capacity across infrastructure components
- Apply patches, firmware updates, and configuration changes following change control procedures
- Implementing and maintaining endpoint protection (antivirus, encryption, device management policies)
- Ensuring compliance with cybersecurity standards (e.g., MFA, disk encryption, secure configurations)
- Support LAN/WAN, VPN, and wireless network configurations and troubleshooting
- Support the administration of Microsoft 365, Azure AD, and other cloud infrastructure services
- Provide documentation, knowledge sharing, and technical guidance to team members, 1st Line and end-users
- Liaise with 3rd Line / Specialist teams, vendors, and partners to resolve advanced technical issues
- Participate in infrastructure projects, deployments, and upgrades
Skills, Knowledge and Expertise
- Previous experience in a similar role
- Experience of working in large and complex IT enterprise
- Experience of supporting WAN/LAN networks and switches and VPNs
- Experience with on-premise and cloud identity services, eg Microsoft Entra and Active Directory
- ITIL Foundation qualified (preferred)
- Experience of:
- Helpdesk management - Logging, triaging, assigning and resolving internal support incidents & service requests
- Asset management - Hardware & Software
- Desktop and laptop builds
- Software installation and configuration
- Active Directory User, computer and group management
- O365 & Microsoft Teams user administration
- Monitoring - Backups, Alerts
- VMware vSphere Administration
- Strong analytical and problem-solving skills
- Excellent communication and team working skills; promotes open and effective communication
- Overcomes obstacles and adapts approach to achieve outstanding results
- Bias for action – does things before being asked to or forced to by events (proactive not reactive)
- Progresses issues, even when only partial information is available
- Actively seeks out know-how and best practice, related to own area of contribution
- Demonstrates shared commitment to team success
- High attention to detail and organisational skills
- Ethical, client-focused approach with a commitment to confidentiality.