BAU Infrastructure Engineer

Solutions 360, a service and technology services company of MDS Group is recruiting for aBAU Infrastructure Engineer. As a key escalation point between the Support and Infrastructure teams, the BAU Infrastructure Engineer will take ownership of complex technical issues and drive them through to full resolution. The role will include troubleshooting and analysing escalated incidents, identifying root causes, implementing effective fixes, and documenting clear solutions through Knowledge Base Articles (KBAs). This position will also involve diagnosing and maintaining core infrastructure systems, supporting ongoing project delivery, mentoring Service Desk agents, and collaborating with cross-functional teams to prevent recurring issues and continuously improve the environment. Function Responsibilities Own escalated incidents, perform root cause analysis, and implement lasting solutions. Document solutions in Knowledge Base Articles (KBAs) and share knowledge across teams. Diagnose and manage core infrastructure: directories, Windows Server/Desktop, SQL/AzureSQL, IaaS/PaaS, file servers, SharePoint (on-prem & 365). Support Office 365 E5 services, including Entra ID, Teams, PowerApps/Automate, Intune, OneDrive, SharePoint, and PowerShell scripting. Provide hands-on support to all employees, from junior staff to executives, ensuring timely resolution and clear communication. Collaborate with vendors to resolve infrastructure issues and maintain SLA compliance. Assist with IT projects, providing technical expertise and practical implementation. Train and mentor service desk agents, promoting continuous improvement and knowledge sharing. About You Strong expertise in Microsoft technologies, Windows Server/Desktop, Azure (IaaS/PaaS), SQL databases, and Office 365 (PowerShell scripting). Proven escalation management and troubleshooting skills. Experience supporting end-users and engaging stakeholders at all levels. Key skills: Active Directory & Azure Entra, helpdesk ticket management, device management (Intune), KBA creation, problem management, CAB participation. Desirable: ITIL knowledge, mentoring/training experience, networking fundamentals, Fortigate firewall exposure. Fluent in English (mandatory). This role is perfect for someone who thrives on solving complex technical challenges, mentoring teams, and ensuring seamless infrastructure operations across the organization. About UsWe began in Portugal 40 years ago. Since then, we focus on specialisation and knowledge, on an international network, on people and on technology. We have innovated, grown and become a multinational group specialising in insurance and risk consulting. With an active presence in 11 countries – Portugal, Brazil, Spain, Angola, Mozambique, Switzerland, Malta, Chile, Cyprus, Mexico and USA – we also operate around the world through Brokerslink, a global broking company, founded by MDS in 2004. Brokerslink manages a network of brokers and speciality risk and consulting firms located in 133 countries. We are part of The Ardonagh Group, the world's largest independent broking group in the United Kingdom and one of the top 20 brokers in the world, posting revenue over USD$1.5Bn, employing 11,000+ people across 250 offices. This operation amplifies our access to specialist resources, technology, and the ability to offer innovative solutions as well as the highest standards of service to our customers anywhere in the world. Equal Opportunity EmployerMDS ensures that all applications are assessed fairly and impartially, based solely on the candidate's skills and profile, guaranteeing a recruitment process free from any form of discrimination. MDS