Infrastructure Technician

Infrastructure Technician

Location:

Basingstoke (On-site), Shift based role.

As an Infrastructure Technician, you will play a key role in supporting critical IT services within a highly secure environment.

This is a shift-based operational support role working within a 24/7 service environment. You will be responsible for proactively monitoring infrastructure systems, completing operational health checks, and providing technical support to our customers.

As an Infrastructure Technician, you will work in a collaborative environment with strong mentoring and training opportunities to grow your technical skillset and advance within the IT function.

• Acting as the first point of contact for IT support queries via phone, email, or ticketing system
• Performing daily health checks and proactive infrastructure monitoring
• Logging, prioritising, and resolving incidents and service requests in line with SLAs
• Troubleshooting issues across a Linux environment
• Managing user accounts, passwords, and permissions
• Escalating complex or high-impact issues to 3rd Line or specialist support teams
• Providing clear communication and excellent customer service to end users
• Maintaining accurate records and documentation within the IT Service Management tool
• Contributing to process improvement and knowledge sharing across the team

• Previous experience in a 1st Line / Service Desk / Helpdesk support role
• Strong communication and customer service skills, both written and verbal
• Working knowledge of Linux or Windows environments
• Familiarity with ITSM or ticketing tools (e.g., Service Now, Remedy)
• A proactive, problem-solving mindset with strong attention to detail
• Ability to work effectively within a secure, process-driven environment

You must be willing and eligible to undergo security clearance for this position.

This is a 24/7 shift-based role operating on a rolling 4-on / 4-off shift pattern, alternating between day and night shifts. Shifts are 10.5 hours in duration, averaging 37 hours per week. Start times may vary based on operational requirements and will rotate as directed by the shift manager.

• 26 Days annual leave plus public holidays (3 flexible)
• Pension – Double matching contributions of up to 10%
• Life assurance
• Company wide incentive plans
• Your choices (Flexible benefits such as increased holidays/ travel/ dental critical illness and more)
• Perks at work – employee discounts
• Employee assistance programme/ virtual GP
• Work Your Way is our approach to flexible working – this is available from day 1 of joining

We are a Disability Confident Employer and will offer an interview to disabled applicants who meet the minimum/essential criteria for the role.