Infrastructure Engineer - 3rd Line Support

Job Reference
Salary Description
£32,000-£35,000 per annum
Contract Type
Reading ,
Job Description

Reporting to:                European IT Manager

Location:                       Pangbourne, UK

Employment Type:       Permanent, Full-Time



XP Power is a global leader in providing essential power solutions to the Industrial Technology, Healthcare and Semiconductor Manufacturing Equipment sectors. We design and manufacture power controllers, the essential hardware component in every piece of electrical equipment that converts power from the electricity grid into the right form for equipment to function. Listed as a FTSE 250 company on the London Stock Exchange we are a fast-growing business, serving our global blue-chip customer base from 29 locations across Europe, North America, and Asia. We are extremely proud and committed to our culture that values Customer Focus, Flexibility, Knowledge, Speed, and Integrity. Joining our team means you’ll work in a high performing global organisation where employees collaborate and strive to make XP Power the first-choice power solutions provider delivering the ultimate experience for our customers and our people.



Working as part of the European IT team, the IT Infrastructure Engineer is responsible for maintaining all infrastructure and providing high quality 3rd line support to colleagues across the European region, directly contributing to improved efficiencies within the team.



  • Business Support:
    • Maintain the day-to-day operations of the IT Systems and Infrastructure relating to the European business, including both main and regional facilities
    • Maximise availability of computer systems and networks throughout the European Organization
    • Drive and implement IT projects as requested
    • Ensure accurate logging of tickets, notes and resolutions in the IT Ticket System, ensuring resolution is reached in a timely manner, with customer satisfaction as a primary focus
    • Provide advanced technical support for Microsoft Outlook 365, Active Directory and Infrastructure within the European Business
    • Maintain relationships and interface with external IT suppliers and service vendors
    • Help control IT costs and improve efficiency of IT systems within Europe
  • Policies and Procedures:
    • Assist in ensuring compliance with the Global Cyber Security policies for the European organization
    • Conduct work in accordance with all IT Policies or Procedures
    • Assist with tracking security status and resolve incidents in-line with the Incident Response Procedure and update where necessary
    • Take a lead in maintaining the European Disaster Recovery plans and performing tests to ensure readiness and effectiveness
    • Ensure continuity of mission critical systems and data via Backup processes, month end procedures and other methods
    • Adhere to all regional documentation and procedures included in XP’s Quality systems
  • Other:
    • Maintain a tidy work environment in all IT areas
    • Maintain FAQ databases and perform IT admin tasks
    • Ensure thorough documentation is created for all changes and new technology implementations
    • Ensure all assets are captured on the asset register
    • Attend courses and training to ensure skills and knowledge are up to date and relevant to the business
    • Manage the infrastructure at all EU sites, ensuring it is fit for purpose and suggesting improvements where identified
    • Responsible for all IT system backups
    • Complete month end procedures to validate that systems are compliant with IT policies and recovery plans
    • Provide a quick response to user requests and incidents as the 3rd Line helpdesk support
    • Other IT duties as required


>  Key Qualifications and Skills

  • Essential:
    • Min 5 years previous IT Helpdesk experience
    • CCNA, Network+ or MCP
    • Level 3 level IT qualification (or equivalent)
    • Strong communication skills including clear written and spoken English
    • Experience in delivering excellent customer service to internal and external customers
    • Excellent problem-solving skills when faced with complex issues
    • Pro-active approach to service activity to achieve all SLAs
    • Familiarity with ITIL procedures or similar
    • Understanding of best practice protocols and systems in support of Cyber Security
    • Extensive technical knowledge of Microsoft 365, Active Directory, Windows Server 2012/2019, Azure or AWS within a European Business
    • Experienced managing TCP/IP networking, infrastructure services (e.g. DNS, DHCP)
    • Effective prioritisation/time management
    • Firewall administration experience
    • Group policy administration experience
    • Cisco Systems and hardware knowledge
  • Desirable:
    • 5+ years experience providing IT support within a Global business
    • Experience within a remote environment
    • Experience of supporting Disaster Recovery processes
    • Experience of implementing cyber security processes
    • Understanding of Risk Governance including GDPR
    • ITIL qualified
    • European language skills in French, German or Italian
    • Experience of supplier communication
    • Desire to mentor and support less experienced team members



XP Power provides a safe and healthy working environment that is stimulating and collaborative, where employees are empowered to make a real difference. We place our people at the heart of everything we do. We understand that if we provide our people with the ultimate experience, they will provide the ultimate experience to our customers.

We also offer a comprehensive benefits package including:

  • Private Healthcare
  • Pension contributions up to 8%
  • 25 days annual leave (increasing by 1 day for every 5 years’ service to a maximum of 30 days)
  • Cycle to work scheme
  • Employee Assistance Programme
  • Life Assurance of 4 x annual salary
  • Volunteering day allowance of one day per year to participate in an environmental or community relations project



XP Power is an equal opportunities employer. We are committed to creating an environment where people are valued, supported and nurtured to deliver their best. Operating globally, we celebrate the cultural differences that exist in the countries in which we do business. Being a truly diverse and inclusive community helps us grow our business through innovation; attracting and retaining talent to engage the people who buy our power solutions. We know that by cultivating the ultimate experience for all our people, they will deliver the same to our customers.