Infrastructure Support Engineer

Job Title: Infrastructure Support Engineer

Location: Liverpool City Centre on a Hybrid working basis

Salary: £33,500 - £40,000 Depending on experience

Working Hours: 37.5 hours, Monday to Friday between 08:00 to 17:30 on a 4-week rolling rota basis

There will be a requirement of out of hours on call support.

Acorn Insurance are looking to bring in a Infrastructure Support Engineer for a hands-on technical support role within our Group Infrastructure support team, where you will be acting as a 3rd line escalation point for complex incidents, monitoring, managing and delivering secure, scalable, and supportable technical solutions across our physical infrastructure estate, including networking and end-user computing.

• Provide 3rd Line BAU technical support to the 2nd line internal IT Helpdesk
• Provide a supportive role to our cloud platform team for activities and management of elements in our Azure cloud environment
• Use your expertise of classic infrastructure disciplines, technologies & best practices to participate to the deployment, management of the on-premises infrastructure, ensuring all infrastructure assets and interfaces have appropriate monitors, alerts, backups and recovery plans in place.
• Ensure all systems are adequately monitored; externally and internally, with appropriate alerting
• Work with business on cloud telephony projects and change management
• Manage the Active Directory and associated services including internal and external secure certificates
• Perform scheduled operational resilience recovery tests
• Perform monthly, security and critical updates to all assets across the infrastructure
• Support our zero-trust solution for end-user secure connections and access
• Work with Sec Ops performing vulnerability remediation actions and updates, and audit processes
• Work with Info Sec and DPA function, with all audit process and requests, and follow incident response processes
• Although this role does not directly deploy and manage the Azure infrastructure, it is expected that this role will manage elements of our cloud infrastructure

• Minimum of 1 year experience in a similar 3rd line/infrastructure focused role, or proven experience supporting a step up to this level of role
• IT Support background and ticket management
• Practical experience delivering and supporting a broad variety of traditional infrastructure disciplines & technologies; network, server, storage, security
• Experience with Backup solutions and recovery processes
• Practical understanding of MS Exchange, Exchange Online & Office 365
• Experience of SFTP, automation incl. Power Shell scripting or similar
• Proactive and logical approach to fault identification, troubleshooting and problem solving
• Experience of creating and maintaining technical solution documents
• Awareness of ITIL methodologies

• Network technologies;
  Firewalls, Switches, WAN, LAN, VPN, DNS and protocols
• FTP/SFTP and automations
• Domain, Certificates & SSL management
• Microsoft Windows Server Operating Systems
• Virtualisation solutions; VMWare & Hyper-V
• RDS/VDI solutions
• Backup & Recovery
• Telephony solutions, pref. cloud-based
• MS Office 365 platform support;
  SharePoint, One Drive, Teams, Intune management
• Working within a ticket management system with SLA and KPI adherence
• Security risk awareness and remediation

At Acorn Insurance
, we’re proud of our Liverpool roots — and even prouder of how far we’ve come. As part of the Acorn Group
, we bring over 40 years of specialist insurance expertise to the table. From humble beginnings, we’ve grown into a national leader, now employing 1,700+ people across the UK and reached a milestone £750 million in total value of insurance policies written in 2024.

We’re growing fast, with new opportunities emerging every week. That growth is largely due to the values we share:

• We run through walls for our customers and each other
• We challenge the status quo
• We succeed when we help those around us succeed
• We decide quickly when the smart thing to do is use our judgement

• 35 days’ holiday (including bank holidays) with additional buy/sell options
• 24/7 mental…