2nd Line Infrastructure & Desktop Support Analyst

Description

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.

Department: Information Technology

Location: London

• 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

• 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

• Competitive compensation: Enjoy a competitive salary, enhanced by a discretionary bonus scheme that rewards both business and individual performance.
• Private medical insurance: Prioritise your health with comprehensive private medical insurance, including access to online GP services from AXA for you and your family.
• Enhanced company pension: Secure your future with enhanced company pension contributions that support your long‑term financial goals.
• Cycle to work scheme: Embrace a sustainable lifestyle with our cycle to work scheme.
• Season ticket loan: Spread the cost of your commute and take advantage of annual discounts with an interest free season ticket loan.
• Volunteering and charity: We encourage you to give back to the community through volunteering days and charitable initiatives.
• Enhanced holiday allowance: Enjoy 25 days of annual leave, in addition to bank holidays.
• Global travel insurance: Travel with peace of mind, courtesy of worldwide multi‑trip travel insurance…