Associate Global Infrastructure Support Assistant

Role Purpose & Context

Role Summary

The Associate Global Infrastructure Support Assistant is here to help keep our core systems running smoothly, day in, day out. You'll be picking up the simpler support requests, following our detailed guides (we call them runbooks), and making sure everything gets documented properly. This role sits right at the front line of our operations, meaning you're often the first person to spot a problem or help a user out. When you do this job well, our colleagues don't even notice there was a hiccup; systems just work. If things go wrong, though, it can mean people can't do their jobs, or worse, our customers can't use our services. Honestly, it's a critical role, even at this level. The challenge? Learning a huge, complex system quickly and not getting overwhelmed when things get a bit frantic. The reward? You're building the foundation for a proper career in tech, and you'll see your efforts directly impact thousands of users globally. Plus, you'll learn from some seriously smart people.

Reporting Structure

• Reports to: Infrastructure Support Analyst
• Direct reports:
• Matrix relationships: Junior Infrastructure Analyst, L1 Technical Support Engineer, Infrastructure Operations Assistant, Entry-Level IT Support Technician,

Key Stakeholders

Internal:

• Your direct manager (Infrastructure Support Analyst)
• The wider Infrastructure Support team
• Various internal users across all departments (Sales, Marketing, Product)
• Other Technical_roles teams (e.g., Network, Security, Database teams)

External:

• None directly, though you might occasionally interact with vendors under supervision.

Organisational Impact

Scope: This role directly impacts the day-to-day productivity of our entire organisation. By quickly resolving basic issues and escalating bigger ones, you ensure our internal teams can do their jobs without interruption. You're essentially keeping the lights on for everyone, which, let's be honest, is pretty vital. A well-supported infrastructure means fewer headaches for everyone else.

Performance Metrics

Quantitative Metrics

1. Metric: Mean Time to Resolution (MTTR) for P3/P4 Tickets
2. Desc: How quickly you resolve lower-priority incidents that come your way.
3. Target: Resolve P3 tickets in under 4 hours, P4 tickets under 8 hours.
4. Freq: Weekly review, monthly average.
5. Example: If you're assigned a 'printer not working' (P3) ticket at 10 AM, we'd expect it resolved by 2 PM, assuming no external blockers. If it takes longer, we'll look at why and what support you needed.
6. Metric: SLA Adherence for Initial Response
7. Desc: Making sure you acknowledge and start working on tickets within the agreed service level agreement times.
8. Target: Respond to 99.5% of assigned tickets within their initial SLA (e.g., 15 minutes for P2, 30 minutes for P3).
9. Freq: Daily tracking, reported weekly.
10. Example: You get a P2 ticket at 9:05 AM. You need to acknowledge it and start looking at it by 9:20 AM. Missing this means someone's waiting longer than they should be.
11. Metric: First Contact Resolution (FCR) Rate
12. Desc: How often you can solve a problem on your first interaction with the user, without needing to pass it on.
13. Target: Resolve 70% of your assigned L1 tickets without escalation.
14. Freq: Monthly review.
15. Example: A user calls about a password reset. You handle it end-to-end without needing to involve a senior analyst. That's a successful FCR.
16. Metric: Documentation Adherence & Quality
17. Desc: Following existing runbooks precisely and making sure your ticket notes are clear and complete.
18. Target: Zero critical errors in following runbooks; 100% of tickets have clear, concise, and complete notes.
19. Freq: Peer review and manager spot checks weekly.
20. Example: You follow the 'email server restart' runbook step-by-step, and your ticket notes clearly state what you did, when, and the outcome, so anyone else can understand it later.

Qualitative Metrics

1. Metric: Proactive Learning & Curiosity
2. Desc: Showing a genuine interest in understanding the 'why' behind issues, not just the 'how to fix it'. Asking good questions and seeking out knowledge.
3. Evidence: You're asking your manager or senior colleagues thoughtful questions during daily stand-ups or when reviewing incidents. You're actively exploring our knowledge base (Confluence) in your downtime. You're suggesting small improvements to runbooks (under supervision, of course).
4. Metric: Team Collaboration & Communication
5. Desc: Working well with your team, asking for help when you need it, and communicating clearly about your progress or blockers.
6. Evidence: Your team members mention you're helpful and easy to work with. You're clear and concise when escalating issues, providing all the necessary context. You actively participate in team discussions and share what you've learned.
7. Metric: Adherence to Process & Security Best Practices
8. Desc: Consistently following our established processes for incident management, change control, and security protocols.
9. Evidence: You always create a ticket for every piece of work. You never make a change without an approved change request. You always use secure methods (like SSH with MFA) to access systems. Your audit logs show you're following the rules.
10. Metric: Problem-Solving Approach
11. Desc: Your ability to methodically work through issues, even if you need guidance, rather than just guessing or panicking.
12. Evidence: When faced with an unknown issue, you'll start by checking logs, confirming basic connectivity, and describing what you've tried clearly. You're not afraid to say 'I don't know, but I've checked X, Y, Z, and I think it might be A, can you help?'

Primary Traits

• Trait: Calm Under Pressure (Even When You're Panicking Inside)
• Manifestation: When a 'Sev 1' incident hits—that's a major outage, by the way—and the virtual 'war room' fills up with 30 people, you're the one who can still speak slowly and clearly. You'll confirm steps, methodically work through the runbook, and not get flustered by executive 'suggestions' that might not make sense. You might be sweating, but nobody else will know it.
• Benefit: Honestly, panic breeds mistakes. A rushed command, a skipped step in a runbook, or a misread log entry can turn a small issue into a massive, data-losing catastrophe. Your ability to stay calm, even when the world feels like it's ending, is the team's anchor. It helps everyone else think clearly and prevents things from spiralling.
• Trait: Process-Minded (No 'Quick Fixes' Here)
• Manifestation: You're the person who, even at this level, understands why we *always* need a ticket and an approved change request before touching anything in production. Your ticket notes are so clear and detailed that someone on another continent could pick up where you left off at 3 AM without needing to call you. You're not cutting corners, even if it feels faster in the moment.
• Benefit: Infrastructure support is a global team sport, played across time zones. Ad-hoc actions, 'quick fixes' without documentation, or bypassing the process create chaos. Nobody knows the true state of the system, which leads to repeat outages and wasted time. For us, process isn't bureaucracy; it's safety, consistency, and sanity.
• Trait: Systematic Problem-Solver (Beyond Just Rebooting)
• Manifestation: Instead of just hitting the reboot button on a crashing server (though sometimes that's the first step, let's be real), you'll pull the memory dump, check the logs, and follow a process of elimination. You're not just guessing; you're trying to isolate variables and understand *why* something broke, even if you need guidance to get there.
• Benefit: Anyone can reboot a server. Your real value, even as an Associate, is in starting to understand the underlying cause—the memory leak, the faulty driver, the misconfigured setting—that *caused* the crash. We want to fix causes, not just symptoms, so it doesn't happen again. This approach saves us massive headaches down the line.

Supporting Traits

• Trait: Insatiably Curious
• Desc: You don't just want to fix the immediate problem; you want to understand *how* it broke and *why*. You'll ask questions, dig into documentation, and try to connect the dots.
• Trait: Patient
• Desc: You're able to meticulously analyse log files, even if they're huge and messy. You can also deal with a non-technical colleague who's panicking and needs a calm, clear explanation.
• Trait: Collaborative
• Desc: You recognise that the network, security, and database teams are your allies, not adversaries. You're happy to work with others to get to the bottom of an issue, knowing you don't have all the answers.
• Trait: Organised
• Desc: You can keep track of multiple open tickets, follow up on outstanding items, and manage your daily tasks without things falling through the cracks. Your workspace (digital or physical) is usually tidy.

Primary Motivators

1. Motivator: Learning and Skill Development
2. Daily: You'll be actively asking questions, taking notes, and trying to understand new systems and processes. You're excited by the prospect of mastering new tools and troubleshooting techniques.
3. Motivator: Problem Solving and Investigation
4. Daily: You enjoy the detective work involved in figuring out why something isn't working. The challenge of a complex issue, even if you need help, is appealing.
5. Motivator: Contributing to Stability and Reliability
6. Daily: You feel a sense of satisfaction when systems are running smoothly and users are happy. You understand the importance of your role in keeping the business operational.

Potential Demotivators

Let's be real, this job isn't always glamorous. You'll rerun the same basic checks three times because the user insists nothing has changed, even though it clearly has. The 'urgent' request that disrupted your Thursday afternoon will get deprioritised on Friday because something else blew up. You'll spend ages trying to fix a printer only to find out it was just out of paper (yes, it happens). If you need every task to be a groundbreaking technical challenge, or if you get frustrated by repetitive, seemingly simple issues, you'll struggle here. Sometimes, it's just about following the script.

Common Frustrations

1. The 'It's a Network Issue' Blame Game: You'll spend hours proving the network is fine, only to find out it was a typo in an application config file or someone's forgotten password.
2. Vague Tickets: Receiving a P3 ticket that just says 'The website is slow' with no context, no user details, and no error messages. It's like being asked to find a needle in a haystack, blindfolded.
3. Legacy Gear: You'll be asked to support critical systems that were built years ago, run on unsupported hardware, and have zero documentation. Everyone's terrified to touch it, but you have to keep it alive.
4. Pressure to Close: Sometimes, management might push to close an incident with a quick workaround, ignoring the need for a proper root cause analysis. This means the problem will almost certainly reoccur, which is frustrating if you're trying to fix things properly.

What Role Doesn't Offer

1. High-level strategic decision-making: Not yet. Your focus is on execution and learning.
2. Complete autonomy: You'll have clear guidelines and daily supervision. We want you to learn, not make big mistakes.
3. Predictable, routine tasks 100% of the time: While there's routine, infrastructure support means unexpected issues will always pop up and demand your attention.

ADHD Positives

1. The fast-paced nature of incident response can be engaging and stimulating, offering varied tasks and quick problem-solving opportunities.
2. Clear runbooks and structured processes provide a helpful framework for managing tasks and ensuring critical steps aren't missed.
3. The immediate feedback loop of fixing an issue and seeing a system come back online can be very rewarding.

ADHD Challenges and Accommodations

1. Managing multiple low-priority tickets or repetitive documentation tasks might be challenging; we can help by breaking these down or pairing you with a colleague.
2. Staying focused during long periods of log analysis might require strategies like short breaks or using tools that highlight key information.
3. We offer flexible working arrangements where possible, and noise-cancelling headphones are always an option in the office for focus.

Dyslexia Positives

1. Strong spatial reasoning and pattern recognition skills, often associated with dyslexia, can be a huge asset in troubleshooting complex system architectures.
2. The hands-on, practical nature of infrastructure work, rather than heavy text-based tasks, can be a good fit.
3. Excellent verbal communication skills, common in dyslexic individuals, are valuable for explaining technical issues to users.

Dyslexia Challenges and Accommodations

1. Reading and writing extensive documentation or log files can be tiring; we encourage the use of screen readers, text-to-speech software, and spell-checking tools.
2. Our knowledge base (Confluence) is well-organised, and we can provide templates for ticket notes to help structure written communication.
3. We value clear communication, whether written or verbal, and focus on the content of your message, not just perfect grammar.

Autism Positives

1. A preference for logical, systematic problem-solving aligns perfectly with root cause analysis and following structured troubleshooting steps.
2. Attention to detail, crucial for spotting anomalies in logs or configurations, is a significant strength.
3. The clear, objective nature of technical systems and data can be a comfortable domain.

Autism Challenges and Accommodations

1. Unexpected changes or urgent incidents might be challenging; we aim for clear communication about priorities and provide detailed context.
2. Social interactions, especially during high-pressure incident calls, can be draining; we support clear, direct communication and offer options for managing social load.
3. We provide a quiet working environment where possible and respect individual needs for routine and predictability. We also use clear, unambiguous language in our processes and communications.

Key Responsibilities

Experience Levels Responsibilities

1. Level: Associate Global Infrastructure Support Assistant (Entry Level)
2. Responsibilities: Under the guidance of a senior analyst, you'll execute routine system health checks and monitoring tasks, making sure our infrastructure is behaving as expected. (Get this wrong, and we might miss an early warning sign of a bigger problem.)
3. You'll support our incident management process by accurately logging tickets, categorising them correctly, and making sure all the right information is captured. (Poor ticket hygiene means wasted time for everyone else.)
4. Learn and apply our established runbooks to resolve common L1 issues, like password resets, basic connectivity problems, or restarting non-critical services. (This is where you start building your troubleshooting muscles.)
5. Assist senior team members during major incidents (P1/P2s) by gathering information, checking logs, and following specific instructions. (This is your chance to see how the pros handle the big stuff.)
6. Document your actions and findings clearly within our ITSM platform (ServiceNow or Jira Service Management), ensuring a complete audit trail for every ticket. (Yes, it's tedious, but future-you and your colleagues will be grateful.)
7. Help maintain our knowledge base (Confluence) by suggesting minor updates or clarifications to existing articles, under supervision. (You'll be using it constantly, so you'll know what could be better.)
8. Participate in our on-call rotation (after a suitable ramp-up period, usually 3-6 months), handling basic alerts and escalations during out-of-hours. (Don't worry, you won't be alone, and you'll get training.)
9. Supervision: You'll have daily check-ins with your direct manager or a designated senior analyst. All your work will be reviewed, especially early on. Think of it as paired work until you're confident. We're here to teach you, so asking questions is always encouraged.
10. Decision: Honestly, you won't be making independent decisions on critical systems. Your job is to follow the runbook, execute tasks as instructed, and escalate anything outside your defined scope or comfort zone. If you're unsure, ask. That's the golden rule here.
11. Success: Success at this level means consistently following processes, accurately documenting your work, learning quickly from feedback, and showing a genuine eagerness to take on more responsibility. You'll be measured on how well you can resolve routine issues and how effectively you contribute to the team's overall stability.

Decision-Making Authority

• Type: Incident Resolution (L1)
• Entry: Follow runbooks for known issues (e.g., password resets, basic connectivity). Escalate anything not covered by a runbook or if the runbook fails.
• Mid: Independently diagnose and resolve common incidents, adapting runbooks where necessary. Decide when to escalate to L3.
• Senior: Lead complex incident resolution, make real-time technical decisions during outages, and define new runbooks.
• Type: Change Implementation
• Entry: Execute pre-approved, low-risk changes as per detailed instructions. No independent changes.
• Mid: Plan and execute standard changes (e.g., server reboots, software updates) with minimal supervision, ensuring backout plans are ready.
• Senior: Author and approve significant change requests, assess risk, and coordinate complex deployments across multiple teams.
• Type: Tool Selection/Configuration
• Entry: Use existing tools as instructed. No authority to select or configure new tools.
• Mid: Suggest improvements to existing tool configurations. Research and propose new tools for specific problems (e.g., a new logging utility).
• Senior: Select and implement new monitoring, automation, or ITSM tools. Define best practices for tool use.

Competency Requirements

Foundation Skills (Transferable)

These are the bedrock skills that anyone in infrastructure support needs, regardless of their technical specialisation. They're about how you think, how you communicate, and how you approach problems. We're looking for potential here, not perfection.

• Category: Communication & Collaboration
• Skills: Clear Written Communication: Can write concise, understandable ticket notes and emails, even when under pressure. Uses correct grammar and spelling (mostly!).
• Active Listening: Can listen to a user describe a problem and ask clarifying questions to get to the root of the issue, rather than jumping to conclusions.
• Teamwork: Happy to ask for help when stuck and willing to support colleagues when they need it. Understands that we're all in this together.
• Basic Stakeholder Communication: Can provide simple, factual updates on ticket status to users without using overly technical jargon.
• Category: Problem-Solving & Critical Thinking
• Skills: Logical Troubleshooting: Can follow a step-by-step process to diagnose a problem (e.g., 'Is it plugged in?', 'Can I ping it?').
• Information Gathering: Knows how to ask the right questions to collect relevant data when an issue arises.
• Root Cause Curiosity: Shows an interest in understanding *why* something broke, not just fixing the symptom.
• Attention to Detail: Can spot small discrepancies in logs or configurations that might indicate a problem.
• Category: Adaptability & Learning Agility
• Skills: Eagerness to Learn: Genuinely keen to pick up new technologies, processes, and troubleshooting techniques.
• Resilience: Can handle occasional stressful situations (like an outage) and learn from mistakes without getting too disheartened.
• Following Instructions: Can accurately follow complex, multi-step instructions (like a runbook) without deviation.
• Prioritisation (Basic): Can understand and follow basic priority guidelines for tickets (e.g., P1 is more urgent than P4).

Functional Skills (Role-Specific Technical)

These are the specific technical skills and knowledge you'll need for this role. For an Associate, we're looking for foundational understanding and the ability to execute tasks with guidance. Don't worry if you don't know everything; we'll teach you.

Technical Competencies

• Skill: ITIL Framework (Foundational)
• Desc: A basic understanding of IT Service Management concepts, especially Incident Management (how we handle problems when they happen) and Request Fulfilment (how we deliver standard services). You'll learn the 'why' behind our processes.
• Level: Basic
• Skill: Root Cause Analysis (Basic Application)
• Desc: An awareness of what RCA is and why it's important. You'll be able to contribute to RCA discussions by providing accurate timelines and data, and you'll learn to ask 'why' multiple times.
• Level: Basic
• Skill: SLA/SLO Awareness
• Desc: Understanding what Service Level Agreements (SLAs) and Service Level Objectives (SLOs) are, and why they matter. You'll know the importance of responding to tickets within these agreed times.
• Level: Basic
• Skill: Network Troubleshooting (Foundational)
• Desc: Basic understanding of how networks work (TCP/IP stack). You'll be able to use simple tools like `ping`, `traceroute`, and `nslookup` to check connectivity and identify if an issue is network-related, under supervision.
• Level: Basic
• Skill: Change Control Adherence
• Desc: A disciplined approach to implementing changes. This means understanding that every change needs a ticket, a plan, and often an approval, and strictly following those rules.
• Level: Basic

Digital Tools

• Tool: ServiceNow / Jira Service Management
• Level: Basic
• Usage: Creating, updating, and resolving incident and service request tickets. Finding relevant knowledge base articles.
• Tool: Datadog / Nagios
• Level: Basic
• Usage: Acknowledging alerts, navigating dashboards to check basic system health metrics (e.g., CPU, memory usage) as per runbook instructions.
• Tool: SSH / RDP / PowerShell / Bash
• Level: Basic
• Usage: Securely connecting to servers with provided credentials. Executing pre-written scripts and commands under direct supervision.
• Tool: AWS Management Console / Azure Portal
• Level: Basic
• Usage: Locating specific cloud resources (e.g., EC2 instances, S3 buckets, Virtual Machines), checking their status, and viewing basic system logs.
• Tool: Confluence / Notion
• Level: Basic
• Usage: Effectively finding and following documented procedures (runbooks). Documenting steps taken within tickets clearly and concisely.

Industry Knowledge

• Area: Operating System Fundamentals (Windows/Linux)
• Desc: Basic understanding of how operating systems work, file systems, user accounts, and common command-line operations (e.g., navigating directories, viewing processes).
• Area: Basic Hardware Concepts
• Desc: Familiarity with server components (CPU, RAM, disk), networking hardware (routers, switches), and common peripherals.
• Area: Cloud Computing Concepts (Public Cloud)
• Desc: A general idea of what cloud computing is (AWS, Azure, Google Cloud) and common services like virtual machines, storage, and networking.

Regulatory Compliance Regulations

• Reg: GDPR (General Data Protection Regulation)
• Usage: Understanding the importance of protecting personal data and following company policies on data handling, especially when dealing with user information in tickets. Knowing when to escalate data privacy concerns.
• Reg: Internal Security Policies
• Usage: Strictly following all internal security protocols, such as password policies, multi-factor authentication (MFA), and access control procedures. Reporting any suspicious activity immediately.

Essential Prerequisites

• A genuine interest in technology and a desire to build a career in IT infrastructure.
• Basic computer literacy, including familiarity with Windows and/or Linux operating systems.
• Strong problem-solving aptitude and a logical approach to challenges.
• Excellent communication skills, both written and verbal, for interacting with colleagues and users.
• The ability to work effectively in a team environment and follow instructions accurately.
• A willingness to learn and adapt in a constantly evolving technical landscape.

Career Pathway Context

These aren't just a checklist; they're the foundational building blocks we expect you to have or be able to pick up very quickly. We're looking for raw talent and a good attitude more than a long list of certifications at this stage. If you've got the drive, we can teach you the rest. This role is designed to be a launchpad for a successful career in infrastructure support, so we're investing in your potential.

Qualifications & Credentials

Emerging Foundation Skills

• Skill: Prompt Engineering for Support Tools
• Why: AI assistants are becoming standard in ITSM platforms. Knowing how to ask the right questions (prompting) to get useful answers from these tools will make you significantly more efficient. It's about getting AI to do the heavy lifting for you.
• Concepts: [{'concept_name': 'Clear and Concise Prompting', 'description': 'How to phrase your questions to AI tools to get the most accurate and relevant information for troubleshooting.'}, {'concept_name': 'Contextual Information', 'description': 'Understanding what context to provide to an AI (e.g., ticket ID, error message, system name) to improve its responses.'}, {'concept_name': 'Output Validation', 'description': 'Learning to critically review AI-generated suggestions or summaries to ensure they are accurate and safe to use.'}, {'concept_name': 'Iterative Prompting', 'description': 'How to refine your questions based on initial AI responses to drill down into a problem.'}]
• Prepare: This week: Start experimenting with public AI tools (like ChatGPT or Claude) to summarise articles or troubleshoot simple code snippets. See what works.
• This month: Use AI to help draft your ticket notes or internal communications, then critically review and refine them.
• Month 2: Explore how AI is integrated into our ITSM platform (e.g., ServiceNow's Virtual Agent) and try to use it for initial triage.
• Month 3: Share your experiences and any tips you've found for effective prompting with your team.
• QuickWin: Start using AI to draft email responses or summarise long technical documents today. It's low-risk and immediately helpful.
• Skill: Basic Automation Script Interpretation
• Why: More and more routine tasks will be automated. You won't be writing complex scripts yet, but you'll need to understand what a simple automation script (e.g., in PowerShell or Python) is *doing* so you can troubleshoot when it fails or verify its actions.
• Concepts: [{'concept_name': 'Script Structure', 'description': 'Recognising basic elements like variables, loops, and conditional statements in simple scripts.'}, {'concept_name': 'Input/Output', 'description': "Understanding what data a script takes in and what it's supposed to produce or change."}, {'concept_name': 'Error Handling (Basic)', 'description': 'Identifying common error messages in scripts and knowing where to look for clues when something goes wrong.'}, {'concept_name': 'Logging within Scripts', 'description': 'Understanding how scripts record their actions and how to read those logs to diagnose issues.'}]
• Prepare: This week: Ask a senior colleague to walk you through a simple automation script they use daily. Understand its purpose.
• This month: Try to read and understand the logic of 2-3 common scripts used for system checks or routine tasks.
• Month 2: Attempt to modify a very simple script (e.g., changing a file path) in a test environment, under supervision.
• Month 3: Document your understanding of a few key scripts in our knowledge base.
• QuickWin: Familiarise yourself with the basic syntax of PowerShell or Bash commands. There are plenty of free online tutorials.

Advancing Technical Skills

• Skill: Advanced Network Troubleshooting
• Why: Networks are getting more complex with cloud, hybrid environments, and microservices. You'll need to go beyond basic pings to diagnose deep-seated connectivity and performance issues.
• Concepts: [{'concept_name': 'Packet Analysis (Wireshark)', 'description': 'Capturing and analysing network traffic to understand communication flows and identify bottlenecks or errors.'}, {'concept_name': 'Firewall & Security Group Rules', 'description': 'Understanding how these rules impact traffic and how to diagnose access issues caused by misconfigurations.'}, {'concept_name': 'Routing & VPNs', 'description': 'Knowledge of how traffic is routed both internally and externally, and how VPNs connect different networks.'}]
• Prepare: This year: Complete a network fundamentals course (e.g., CompTIA Network+).
• Next year: Get hands-on with Wireshark in a lab environment. Learn to read basic packet captures.
• Ongoing: Shadow the network team whenever possible to understand their troubleshooting approaches.
• QuickWin: Learn to interpret the output of `netstat` and `ipconfig`/`ifconfig` to understand local network connections.
• Skill: Cloud Operations & Cost Optimisation
• Why: More and more of our infrastructure is moving to the cloud. You'll need to understand not just how to manage resources, but how to do it efficiently and cost-effectively.
• Concepts: [{'concept_name': 'Cloud Resource Management', 'description': 'Managing virtual machines, storage, databases, and networking components within AWS or Azure.'}, {'concept_name': 'Cloud Monitoring & Alerting', 'description': 'Using cloud-native tools (e.g., CloudWatch, Azure Monitor) to set up and respond to alerts.'}, {'concept_name': 'Basic Cost Management', 'description': 'Understanding how cloud costs are accrued and identifying opportunities for basic optimisation (e.g., shutting down unused resources).'}]
• Prepare: This year: Get an AWS Cloud Practitioner or Azure Fundamentals certification.
• Next year: Start experimenting with a free tier cloud account to deploy and manage simple resources.
• Ongoing: Follow industry blogs and news about cloud best practices and new services.
• QuickWin: Familiarise yourself with the billing dashboard in our cloud provider's console (if you have access) to see where costs come from.

Education Requirements

• Level: Minimum
• Req: GCSEs (or equivalent) in English and Maths at Grade C/4 or above.
• Alts: We're open to candidates who can demonstrate equivalent practical experience or have completed a relevant IT apprenticeship. If you've got the aptitude and attitude, we're interested.
• Level: Preferred
• Req: A-Levels or a BTEC in a computing or technical subject.
• Alts: A relevant degree (e.g., Computer Science, IT, Networking) would be a bonus, but it's certainly not a strict requirement for this entry-level role. We value practical skills and a keen mind.

Experience Requirements

You'll need 0-2 years of experience in a technical support or IT-related role. This could be anything from a helpdesk position, an IT internship, or even significant personal projects where you've built and maintained systems. We're looking for someone who's had some exposure to troubleshooting computers or networks, and who understands the basics of keeping things running. Show us you've got that foundational curiosity and a willingness to get stuck in.

Preferred Certifications

• Cert: CompTIA A+
• Prod: CompTIA
• Usage: This certification covers fundamental IT concepts, hardware, software, networking, and security, which are all highly relevant to daily infrastructure support tasks.
• Cert: ITIL 4 Foundation
• Prod: AXELOS
• Usage: Provides a solid understanding of IT Service Management best practices, which is the framework we use for managing incidents, problems, and changes.

Recommended Activities

• Regularly engage with online learning platforms like Pluralsight, Udemy, or Coursera to deepen your knowledge in areas like networking, cloud fundamentals, or scripting.
• Participate in internal training sessions and workshops organised by senior team members or external vendors.
• Attend industry webinars or virtual conferences to stay up-to-date with emerging technologies and best practices.
• Contribute to internal knowledge-sharing initiatives, perhaps by presenting a 'lunch and learn' on a topic you've mastered.
• Seek out mentorship opportunities with more experienced engineers within the team or wider department.

Career Progression Pathways

Entry Paths to This Role

• Path: IT Apprenticeship Programme
• Time: 1-2 years
• Path: Internal Helpdesk / Service Desk Role
• Time: 1-3 years
• Path: University Graduate (IT/Computer Science)
• Time: 0-1 year (post-graduation)

Career Progression From This Role

• Pathway: Infrastructure Support Analyst (L2)
• Time: 2-3 years after joining as Associate

Long Term Vision Potential Roles

• Title: Senior Infrastructure Support Analyst (L3)
• Time: 5-8 years
• Title: Lead Infrastructure Engineer / Staff SRE (L4)
• Time: 8-12 years
• Title: Infrastructure Support Manager / Principal SRE (L5)
• Time: 12-16 years

How Zavmo Delivers This Role's Development

DISCOVER Phase: Skills Gap Analysis

Zavmo maps your current competencies against all requirements in this job description through conversational assessment. We evaluate your foundation skills (communication, strategic thinking), functional skills (CRM expertise, negotiation), and readiness for career progression.

Output: Personalised skills gap heat map showing strengths and priorities, estimated time to competency, neurodiversity accommodations.

DISCUSS Phase: Personalised Learning Pathway

Based on your DISCOVER results, Zavmo creates a personalised learning plan prioritised by impact: foundation skills first, then functional skills. We adapt to your learning style, pace, and neurodiversity needs (ADHD, dyslexia, autism).

Output: Week-by-week schedule, each module linked to specific job responsibilities, checkpoints and milestones.

DELIVER Phase: Conversational Learning

Learn through conversation, not boring modules. Zavmo uses 10 conversation types (Socratic dialogue, role-play, coaching, case studies) to build competence. Practice difficult QBR presentations, negotiate tough renewals, and handle churn conversations in a safe AI environment before facing real clients.

Example: "For 'Stakeholder Mapping', Zavmo will guide you through analysing a complex enterprise account, identifying key decision-makers, and building an engagement strategy."

DEMONSTRATE Phase: Competency Assessment

Zavmo automatically builds your evidence portfolio as you learn. Every conversation, practice scenario, and application example is captured and mapped to NOS performance criteria. When ready, your portfolio supports OFQUAL qualification claims and demonstrates competence to employers.

Output: Competency matrix, evidence portfolio (downloadable), qualification readiness, career progression score.