IT Network & Infrastructure Support Analyst I

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Title: IT Network & Infrastructure Support Analyst I

Description:

JOB SUMMARY

The IT Infrastructure Analyst I is an entry-level role within the IT Infrastructure team, responsible for supporting the deployment, maintenance, and troubleshooting of core infrastructure and site networking, whilst delivering first-class customer support. This position is ideal for recent graduates looking to enter the infrastructure space, building hands‑on experience with enterprise infrastructure technologies in a collaborative environment.

The role will focus on a mix of customer support and assisting infrastructure engineers with project work and day-to-day operations, contributing to a secure, reliable, and high‑performing infrastructure environment. The position will work with user endpoints, virtual machines, NAS and cloud-based storage, cloud platforms, identity and directory services, backup and recovery, and infrastructure monitoring tools, and site network hardware while developing technical and professional skills. The role works cross‑functionally with the Network Services, Applications, and Operational teams, in LAN/WAN, security, SQL, AI, and development environments. This is a combined infrastructure and network role, providing first‑line network support for our sites alongside core infrastructure duties.

JOB RESPONSIBILITIES

Role and Responsibilities

Infrastructure Support & Operations

• Support end users, sites, and operations through service desk toolset, ensuring customer service is a priority.
• Assist in the configuration and maintenance of systems, applications, and tooling
• Support day‑to‑day infrastructure operations, including monitoring performance, preventive maintenance, and responding to issues.
• Help troubleshoot basic VM, storage, cloud, identity, security, and performance problems under guidance from senior engineers.
• Assist with access and configuration changes following established procedures.

Network Support & Troubleshooting

• Provide first‑line troubleshooting of site LAN and Wi‑Fi issues, escalating to Network Services as needed.
• Check and manage endpoint network configuration (IP, DHCP, DNS, VLAN/SSID) following established procedures.
• Utilise network monitoring tools to ensure the operational health of site network devices.
• Carry out basic Wi‑Fi checks (coverage, signal strength, access point health) for site devices.
• Assist with monitoring and troubleshooting of the WAN (CATO) layer, working with carriers to investigate link issues.
• Maintain network documentation, including switch port maps, IP records, and site diagrams.

Project Support

• Support infrastructure deployment activities for site implementations and upgrades, including Unifi Network (switching, wireless) and Access/Protect, on‑premise servers/storage, endpoint deployment, and general go‑live activities.
• Assist with gathering requirements and documenting infrastructure configurations.
• Participate in implementation activities including build, testing, and validation of infrastructure solutions.
• Help create and maintain documentation for infrastructure builds and changes.

Monitoring & Maintenance

• Monitor and help to maintain infrastructure systems using standard tools (e.g., Zabbix, CATO, Crowdstrike, UniFi Network, O365) and elevate issues as needed.
• Assist with maintaining infrastructure documentation, diagrams, and inventory/asset records.
• Help ensure systems align with company standards for security and performance.

Collaboration & Learning

• Work closely with infrastructure engineers, IT teams, and external vendors to support project delivery.
• Engage in cross‑functional activities with key teams (Network Services, Applications, Operational Technology)
• Participate in team meetings and contribute to problem‑solving discussions.
• Continuously develop technical knowledge through training, certifications, and hands‑on experience.
• Learn through exposure: support tickets, meetings, documentation, articles, senior team members, AI.
• Have an appetite to push the boundaries with AI tools such as Claude, CoPilot, and Cursor

QUALIFICATIONS

Experience:

• Bachelor’s degree in Computer Science, Information Technology, or a related field (or equivalent academic experience).
• Foundational understanding of infrastructure concepts such as:
• Windows and Linux server operating systems
  • Virtualisation fundamentals (e.g., VMware, Hyper‑V)
  • Basic cloud and storage concepts
  • OSI model fundamentals
  • Networking fundamentals (TCP/IP, subnetting, DHCP, DNS, VLANs, Wi‑Fi)
  • Security fundamentals including conceptual understanding of firewalls, EDR, vulnerabilities.
  • Exposure to Cisco, Aruba, and Ubiquiti UniFi network hardware desired.
  • Strong willingness to learn and develop technical skills.
  • Basic troubleshooting and analytical skills.
  • Strong communication and teamwork skills.

Preferred:

• Internship, lab experience, or academic projects related to systems or infrastructure.
• Entry‑level certifications such as CompTIA Server+, CompTIA Network+, Cisco CCNA, Microsoft Azure Fundamentals, or AWS Cloud Practitioner (or in progress).
• Exposure to infrastructure tools or technologies (e.g., Azure, Active Directory, PowerShell, or similar platforms).
• Familiarity with basic security concepts and best practices.

Skills & Competencies:

• Eagerness to learn and grow in a technical environment
• Strong attention to detail and problem‑solving ability
• Ability to follow processes and work under guidance
• Effective communication with both technical and non‑technical team members

PHYSICAL REQUIREMENTS

• Work is primarily sedentary. Sits comfortably to do the work; however, there may be some walking, standing, bending, or lifting item weighing up to 15 pounds.

ADDITIONAL INFO

• Primarily office‑based with occasional lifting of light equipment (up to 15 lbs).
• May require limited travel for site support or training opportunities.
• Occasional off‑hours work may be required to support deployments.
• Travel across the US based on progress and ability to support activities on site.

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