IT Support & Infrastructure Engineer 

About the Role 

We are looking for a highly experienced IT Infrastructure & Support Engineer to join the Development Tools IT Team at Sony Interactive Entertainment. 

This is a senior hands-on internal IT role supporting approximately 120 users across Bristol and Dublin, most of whom are developers and highly technical staff. You will work as part of a small IT team responsible for local support, infrastructure operations, security remediation, monitoring and project delivery. 

The role is ideal for an experienced senior support engineer, infrastructure support engineer, systems engineer or 3rd line engineer who enjoys broad technical ownership and hands-on problem solving. 

You will act as a key senior technical person within the team. You will take ownership of complex support issues, support and administer local infrastructure, help improve patching and vulnerability remediation, contribute to infrastructure projects, and provide guidance to less senior team members where appropriate. 

This is not a narrowly defined project-only role. Because we are a small team, everyone gets involved where needed. While there is significant exposure to infrastructure and project work, you should also be comfortable helping with user-facing support and advanced desktop issues. 

What You’ll Be Doing 

• Acting as a senior technical escalation point within the local IT team. 
• Taking ownership of complex 2nd and 3rd line support tickets. 
• Troubleshooting advanced Windows desktop, Linux and MacOS endpoint, server and infrastructure issues. 
• Supporting Windows 11 laptops, desktops and developer workstations. 
• Providing support for Linux and MacOS endpoints. 
• Supporting Windows Server environments, including Active Directory, Group Policy, DNS, DHCP, file services and Remote Desktop Services. 
• Assisting with local domain administration and Group Policy improvements. 
• Supporting VMware administration, including managing and building virtual machines and managing ESXi hosts. 
• Supporting migration to Proxmox hypervisor 
• Troubleshooting issues involving DNS, DHCP, VLANs, routing, switching, VPNs and firewalls. 
• Supporting a Juniper switching and Palo Alto firewall environment. 
• Working with global SIE teams where services are centrally managed. 
• Supporting vulnerability remediation and patching using tools such as KACE, Qualys and Domo. 
• Investigating patch failures and working with users to resolve remediation issues. 
• Supporting endpoint security processes involving tools such as CrowdStrike. 
• Monitoring systems and alerts using Zabbix. 
• Helping shape and improve IT alerting processes. 
• Supporting backup and recovery processes using Commvault. 
• Creating and maintaining documentation, troubleshooting guides and runbooks in Confluence. 
• Supporting infrastructure improvement projects. 
• Working alongside wider internal IT functions 
• Helping guide and support the Desktop Support Engineer where appropriate. 
• Helping reduce IT friction for a highly technical developer user base. 

What We’re Looking For 

We are looking for someone with strong technical support and infrastructure experience, excellent troubleshooting ability, and the confidence to act as a senior technical person within a small IT team. 

You should have: 

• Proven experience in a senior 2nd line, 3rd line, infrastructure support, systems support or similar role. 
• Experience collaborating with wider support and technical teams  
• Excellent Windows11 support and troubleshooting skills. 
• Hands-on Windows Server support and administration experience. 
• Experience with Active Directory and Group Policy. 
• Good understanding of DNS, DHCP, file services and permissions. 
• Good networking fundamentals, including subnets, VLANs, switching, routing, VPNs and firewalls. 
• Hands-on VMware administration experience. 
• Confidence managing and building virtual machines. 
• Understanding of patch management and vulnerability remediation. 
• Strong analytical and problem-solving skills. 
• Confidence investigating issues thoroughly rather than simply escalating them. 
• Experience taking ownership of complex technical issues. 
• Strong written and verbal communication skills. 
• Good documentation habits. 
• Ability to prioritise work in a busy technical environment. 
• Willingness to work across support levels in a small team. 
• Confidence supporting highly technical users. 
• A genuine interest in improving systems, processes and infrastructure maturity. 

Desirable Skills 

Any of the following would be useful but are not essential: 

• Linux support or administration experience. 
• macOS support experience. 
• Juniper switching experience. 
• Palo Alto firewall exposure. 
• Commvault backup experience. 
• Zabbix monitoring experience. 
• Tanium experience.  
• Perforce experience. 
• KACE patching experience. 
• Qualys vulnerability management experience. 
• Domo reporting experience. 
• CrowdStrike experience. 
• PowerShell scripting. 
• General scripting or automation experience. 
• Proxmox experience. 
• ESXi host build or management experience. 
• ITIL knowledge. 
• Experience supporting developers or technical engineering users. 
• Experience working in a larger enterprise environment with central or global IT teams. 
• Experience mentoring or supporting junior engineers. 

About You 

You will be someone who: 

• Enjoys troubleshooting and technical problem solving. 
• Is calm, methodical and analytical. 
• Communicates clearly with technical and non-technical users. 
• Is comfortable supporting highly technical developers. 
• Takes ownership of issues and follows them through. 
• Documents fixes and shares knowledge. 
• Is organised and able to manage competing priorities. 
• Wants to own and improve the environment around them. 
• Is happy working in a small team where everyone helps where needed. 
• Wants to improve systems and processes, not just close tickets. 
• Can work pragmatically in an environment where users have complex tools and local admin rights. 
• Is comfortable acting as a senior technical presence within the team. 

Working Pattern and Out-of-Hours 

Expected work pattern, 3 days per week in the Bristol office. 2 day flexible working from home depending on business requirements.

There is no formal on-call rota for this role. 

Occasional evening or weekend maintenance may be required for planned work such as infrastructure changes, patching or upgrades. Time off in lieu is provided for approved out-of-hours work.