This role is crucial in providing advanced technical support for complex IT issues, managing escalations, and driving solutions to enhance the ITS infrastructure. As an Infrastructure Engineer, you will be the final point of escalation within the ITS Operations team, responsible for diagnosing and resolving issues that require in-depth knowledge and expertise. You will collaborate with other IT professionals to maintain a reliable and secure IT environment, enabling the company to operate efficiently.
Your key responsibilities
Advanced Troubleshooting and Resolution:
Handle complex IT incidents escalated from Level 1 and Level 2 support, performing root cause analysis and implementing permanent fixes to prevent recurrence. Liaise with third parties/suppliers/customers where required. Incident and Problem Management:
Act as the primary point of contact for critical issues, ensuring swift and effective incident response, minimising downtime, and managing problem tickets via the IMF Process. System Administration:
Configure, maintain, and troubleshoot servers, networks, applications, and databases, including virtualisation and cloud environments. Network and Security:
Monitor and manage network performance, security, and connectivity, troubleshooting issues related to firewalls, VPNs, routers, and switches. Documentation and Knowledge Sharing:
Create and update technical documentation, contribute to the knowledge base, and provide mentorship to Level 1 and Level 2 support teams. Project Support:
Participate in or lead projects related to IT infrastructure upgrades, migrations, and deployments, ensuring alignment with organisational goals and security policies. Continuous Improvement:
Identify opportunities for process and service improvements, driving automation and efficiency to reduce support demand. Our values are central to our vision, as they represent how we collaborate to continually deliver for our customers:
Accountability:
We own our actions and shape our success on the results we deliver. Innovation:
We tackle challenges with fresh thinking and bold ideas. Teamwork:
We work together, recognising we can't do this without each other. Trust:
We build trust on integrity, transparency and respect. We are looking for an individual who embraces our values in their actions, decisions, communications and processes to inspire positivity and, ultimately, exceptional performance. Minimum Requirements
Minimum of 5 years in IT support, with at least 2 years in a Level 3 or similar advanced support role. Problem Solving:
Proven ability to analyse and resolve complex IT issues effectively. Communication:
Strong written and verbal communication skills, able to explain technical concepts to non-technical stakeholders. Technical Skills: Strong knowledge of Windows and/or Linux server environments. Proficiency in network troubleshooting (TCP/IP, DNS, DHCP, VPNs, etc.). Experience with virtualisation technologies (e.g., VMware, Hyper-V). Knowledge of cloud platforms (e.g., AWS, Azure) and scripting languages (e.g., PowerShell, Python) is a plus. Strong Knowledge of MS SQL/MySQL Database solutions. Experience in securing Infrastructure technologies, monitoring and remediating Cyber Security vulnerabilities. Aptitudes: Drives to Outcomes: focuses on results and desired outcomes and how best to achieve them. Able to execute plans through to action. Persistent to complete tasks and a strong commitment to take action that moves things along to ensure delivery of objectives. Ownership & Accountability: takes personal accountability and ownership for their work. This includes personal follow through, making and defending difficult decisions and trade-offs, removing blockers, driving collective progress. Continuous Improvement: advances by ongoing, incremental improvement through continuous learning, questioning the status quo and trying out creative and novel ideas. Shows curiosity and has a keen interest to drive learning for themselves and others. It is our vision to connect the insurance community through market-leading technology. Our people are placed at the heart of this, and diversity, equity and inclusion are central to everything we do. We know the key to achieving success is to enable a positive, inclusive, and collaborative working culture. We would love for each employee to be able to talk with pride about our company and, most importantly, consider Open GI to be an inclusive, fun and fulfilling place to work. Benefits
A competitive salary depending on skills and experience. Company pension. Bonus opportunity. Life assurance and critical illness cover. Cycle to work scheme. Perkbox - an exclusive platform offering a wide range of discounts and benefits. Holiday entitlement of 25 days per annum, increasing to 26 days per annum after three years of service & a holiday purchase scheme. A hybrid approach to work. Opportunity for a more flexible approach to start, finish, and lunchtimes to allow you to better manage events outside of work. Social clubs - whether you're into your cycling, crafts, or other hobbies, we have a number of groups at Open GI where individuals who enjoy the same pursuits can get together. Wellbeing - wills at work scheme, employee assistance programme and mental health first aiders.
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Advanced Troubleshooting and Resolution:
Handle complex IT incidents escalated from Level 1 and Level 2 support, performing root cause analysis and implementing permanent fixes to prevent recurrence. Liaise with third parties/suppliers/customers where required. Incident and Problem Management:
Act as the primary point of contact for critical issues, ensuring swift and effective incident response, minimising downtime, and managing problem tickets via the IMF Process. System Administration:
Configure, maintain, and troubleshoot servers, networks, applications, and databases, including virtualisation and cloud environments. Network and Security:
Monitor and manage network performance, security, and connectivity, troubleshooting issues related to firewalls, VPNs, routers, and switches. Documentation and Knowledge Sharing:
Create and update technical documentation, contribute to the knowledge base, and provide mentorship to Level 1 and Level 2 support teams. Project Support:
Participate in or lead projects related to IT infrastructure upgrades, migrations, and deployments, ensuring alignment with organisational goals and security policies. Continuous Improvement:
Identify opportunities for process and service improvements, driving automation and efficiency to reduce support demand. Our values are central to our vision, as they represent how we collaborate to continually deliver for our customers:
Accountability:
We own our actions and shape our success on the results we deliver. Innovation:
We tackle challenges with fresh thinking and bold ideas. Teamwork:
We work together, recognising we can't do this without each other. Trust:
We build trust on integrity, transparency and respect. We are looking for an individual who embraces our values in their actions, decisions, communications and processes to inspire positivity and, ultimately, exceptional performance. Minimum Requirements
Minimum of 5 years in IT support, with at least 2 years in a Level 3 or similar advanced support role. Problem Solving:
Proven ability to analyse and resolve complex IT issues effectively. Communication:
Strong written and verbal communication skills, able to explain technical concepts to non-technical stakeholders. Technical Skills: Strong knowledge of Windows and/or Linux server environments. Proficiency in network troubleshooting (TCP/IP, DNS, DHCP, VPNs, etc.). Experience with virtualisation technologies (e.g., VMware, Hyper-V). Knowledge of cloud platforms (e.g., AWS, Azure) and scripting languages (e.g., PowerShell, Python) is a plus. Strong Knowledge of MS SQL/MySQL Database solutions. Experience in securing Infrastructure technologies, monitoring and remediating Cyber Security vulnerabilities. Aptitudes: Drives to Outcomes: focuses on results and desired outcomes and how best to achieve them. Able to execute plans through to action. Persistent to complete tasks and a strong commitment to take action that moves things along to ensure delivery of objectives. Ownership & Accountability: takes personal accountability and ownership for their work. This includes personal follow through, making and defending difficult decisions and trade-offs, removing blockers, driving collective progress. Continuous Improvement: advances by ongoing, incremental improvement through continuous learning, questioning the status quo and trying out creative and novel ideas. Shows curiosity and has a keen interest to drive learning for themselves and others. It is our vision to connect the insurance community through market-leading technology. Our people are placed at the heart of this, and diversity, equity and inclusion are central to everything we do. We know the key to achieving success is to enable a positive, inclusive, and collaborative working culture. We would love for each employee to be able to talk with pride about our company and, most importantly, consider Open GI to be an inclusive, fun and fulfilling place to work. Benefits
A competitive salary depending on skills and experience. Company pension. Bonus opportunity. Life assurance and critical illness cover. Cycle to work scheme. Perkbox - an exclusive platform offering a wide range of discounts and benefits. Holiday entitlement of 25 days per annum, increasing to 26 days per annum after three years of service & a holiday purchase scheme. A hybrid approach to work. Opportunity for a more flexible approach to start, finish, and lunchtimes to allow you to better manage events outside of work. Social clubs - whether you're into your cycling, crafts, or other hobbies, we have a number of groups at Open GI where individuals who enjoy the same pursuits can get together. Wellbeing - wills at work scheme, employee assistance programme and mental health first aiders.
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