ICT Infrastructure Engineer

About Reply:

Reply specialises in designing and implementing solutions based on new communication channels and digital media. Structured as a network of highly specialised companies, Reply supports leading European industrial groups in sectors such as Telco & Media, Industry and Services, Banking and Insurance, and Public Administration, helping define and develop business models enabled by new paradigms such as AI, Cloud Computing, Digital Media, and the Internet of Things. Reply's services include Consulting, System Integration, and Digital Services.

Role Overview:

The Senior ICT Infrastructure Engineer (1st / 2nd Line Support) will act as a key point of contact for IT support across Reply's UK business, providing professional and reliable 1st and 2nd line assistance to consultants, engineers, and project teams. Based in central London or Manchester, and supporting multiple UK offices, the role focuses on managing and securing internal infrastructure and endpoints across Microsoft 365, Intune, Entra ID (Azure AD), and Windows/macOS environments. Working within a sensitive context that includes government and defence engagements, the post-holder will uphold robust security practices and handle information in line with Government Security Classifications.

Active SC clearance is strongly preferred; candidates must be SC clearable, with a minimum of five years' continuous UK residency.

Responsibilities:

• Act as a primary 1st / 2nd line point of contact for internal IT support, handling incidents and requests via phone, email, and the ITSM/ticketing system.
• Provide day-to-day support for laptops, mobile devices, and core productivity tools across Windows, macOS, iOS, Android, and Microsoft 365 (including Teams, Outlook, SharePoint and OneDrive).
• Administer and troubleshoot Microsoft Intune and Microsoft Entra ID (Azure AD), including device enrolment, compliance policies, access management, and basic SSO/MFA issues.
• Perform routine operational tasks such as password and MFA resets, account unlocks, OS patching, BitLocker administration, and endpoint policy troubleshooting.
• Investigate endpoint security alerts and support remediation activities using Microsoft Defender for Endpoint and related security tooling.
• Create, maintain, and follow Knowledge Base articles, SOPs, and technical documentation to ensure consistent, high-quality support.
• Liaise with third-party suppliers and vendors as required to support incident resolution and service improvement.
• Provide occasional on-site support at Reply's UK offices, ensuring secure, compliant handling of systems and data aligned to Government Security Classifications and Cyber Essentials.

About the Candidate:

• Educational background in IT or any related field.
• Holds active SC clearance or can obtain it quickly.
• Brings solid hands-on experience supporting enterprise environments, including Windows and macOS endpoints, Microsoft 365, and core infrastructure services such as Active Directory, DNS, DHCP, and Windows Server.
• Demonstrates working knowledge of Microsoft Intune and Entra ID (Azure AD), including device enrolment, compliance policies, user/group management, MFA, and licence administration.
• Shows strong security awareness, with familiarity with endpoint security tools (e.g. Microsoft Defender for Endpoint), Government Security Classifications, GDPR obligations, and Cyber Essentials controls.
• Communicates clearly and professionally, able to support colleagues at all technical levels and document processes and solutions in a structured, repeatable way.
• Holds a relevant computing/technology degree or equivalent experience, and is motivated to pursue further certifications (e.g. MS-900, AZ-900, ITIL v4) and enhanced clearances (e.g. DV) as needed.
• Comfortable working in a fast-paced, consultancy environment, balancing operational support with contributing to infrastructure improvements and project delivery.
• Willing to travel to Reply's UK offices when required to provide onsite support and build strong relationships with internal stakeholders.

Reply is an Equal Opportunities Employer and committed to embracing diversity in the workplace. We provide equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type regardless of age, sexual orientation, gender, identity, pregnancy, religion, nationality, ethnic origin, disability, medical history, skin colour, marital status or parental status or any other characteristic protected by the Law.

Reply is committed to making sure that our selection methods are fair to everyone. To help you during the recruitment process, please let us know of any Reasonable Adjustments you may need.