Customer Infrastructure Specialist

About Us:

Established in 2003, Focus Group is one of the UK's fastest-growing tech providers, empowering over 30,000 businesses nationwide. With over 1,000 employees and a $1bn valuation, we are a dynamic force in the industry.

Job Purpose:

We're hiring a Customer Infrastructure Specialist! This role ensures the stability, security and resilience of our customers’ IT environments, by proactively monitoring and responding to alerts across key platforms including Datto RMM, Acronis, Veeam, Inforcer and SonicWall NSM. By identifying issues early and resolving them quickly, from backup failures to security or configuration drift, you minimise customer risk, maintain compliance and support seamless business continuity.

Key Responsibilities:

• Monitor customer backup environments for errors, failed jobs and other anomalies
• Investigate and resolve system alerts before they impact client operations
• Support the ongoing management and deployment of Proactive Customer Solutions such M365 Protect, Patching etc.
• Log, manage and update cases using the ITSM platform, ensuring timely resolution and documentation
• Collaborate with clients to gather necessary information, perform root cause analysis and implement preventative solutions
• Analyse backup job reports, success rates and performance metrics to identify trends and optimisation opportunities
• Plan, test, and deploy security and system patches across client infrastructure

Skills & Experience:

• Prior experience in an IT or Telecom Support or Delivery role, typically at a second line level.
• Strong knowledge of Windows Server and desktop operating systems
• Experience with backup technologies and monitoring platforms (e.g. Veeam, Acronis, Spanning or similar)
• Experience with Windows Server, Active Directory, Exchange, Azure, and virtualisation platforms (VMWare, Hyper-V)
• Experience with Microsoft 365 and related backup/recovery strategies
• Strong experience in cloud technologies such as M365, Azure, Intune, SharePoint. Excellent troubleshooting and analytical skills
• Ability to communicate technical issues clearly to both technical and nontechnical stakeholders
• Understanding of monitoring tools and RMM platforms

Nice to have:

• Worked in an IT or Telecom Managed Service environment previously.
• Relevant vendor or industry qualifications (Microsoft, Gamma, LG, Meraki, SonicWall, Aruba or Cisco).
• Have an active Microsoft certification.
• Experience with PowerShell scripting and automation

Don't worry if you don't meet every requirement—your passion and potential matter to us! If you’re excited about driving business growth and transforming how companies use technology, we want to hear from you.

At Focus Group, we celebrate diversity and foster a culture where everyone can thrive. If you need assistance applying or require reasonable adjustments, reach out directly - we’re here to help.

Key Benefits:

• Generous Holidays: Enjoy 24 days of holiday, plus bank holidays and a special day off for your birthday.
• Give Back: Enjoy paid volunteering days to support causes you care about.
• Referral Rewards: Benefit from our Refer a Friend scheme and earn money for bringing great talent to our team.
• Social Events: Join in on regular social events and connect with your colleagues in a fun and relaxed environment.

Ready to make a real impact? Apply now!