Infrastructure and Patching Coordinator

We’re Hiring – Infrastructure and Patching Coordinator

Salary – £30,000 - £37,000 (DOE)

Location – Shoreham-by-Sea, Exeter or Manchester

Key Benefits:

• Generous Holidays: Enjoy 24 days of holiday, plus bank holidays and a special day off for your birthday.
• Give Back: Enjoy paid volunteering days to support causes you care about.
• Referral Rewards: Benefit from our Refer a Friend scheme and earn money for bringing great talent to our team.
• Social Events: Join in on regular social events and connect with your colleagues in a fun and relaxed environment.

About Us:

Established in 2003, Focus Group is one of the UK's fastest-growing tech providers, empowering over 30,000 businesses nationwide. With over 1,000 employees and a $1bn valuation, we are a dynamic force in the industry.

Job Purpose:

We’re looking for a skilled 2nd Line IT professional to step into a Customer Infrastructure & Patching Coordinator role -combining hands‑on technical expertise with day‑to‑day team leadership. You’ll oversee alerts, patching, maintenance and customer communications across key platforms such as Datto RMM, Acronis, Veeam and SonicWall, ensuring issues are resolved quickly and systems stay secure and reliable. If you’re confident in troubleshooting, coordinating workloads and producing clear documentation, this is an exciting opportunity to make a real impact.

• Lead the team in investigating and resolving system alerts before they impact client operations.
• Coordinate and schedule proactive infrastructure activities, including firewall patching, Windows OS patching, and application updates.
• Manage the change control for infrastructure modifications, risk assessment coordination, approval workflows, and post-implementation verification.
• Serve as the primary customer communication liaison for all patching and upgrade activities, managing advance notifications, maintenance windows, status updates, and post-completion summaries.
• Log, manage and update cases using the ITSM platform, ensuring timely resolution and documentation.
• Collaborate with clients to gather necessary information, perform root cause analysis and implement preventative solutions.
• Lead the team in analysing backup job reports, success rates and performance metrics to identify trends and optimisation opportunities.
• Support security and system patches across client infrastructures.
• Support the escalation of unresolved or critical issues to the appropriate support tier or vendor, as needed.
• KPI will include Change Success rate %, Response Time: % of critical vulnerabilities assessed, Scheduling efficiency and documentation/reporting.

Skills & Experience:

• Prior experience in an IT or Delivery role, typically at a second line level.
• Exceptional organisational and project coordination skills with demonstrated ability to manage multiple concurrent activities across different customer environments and technical teams
• Strong knowledge of Windows Server and desktop operating systems
• Experience with backup technologies and monitoring platforms (e.g. Veeam, Acronis, Spanning or similar)
• Experience with Windows Server, Active Directory, Exchange, Azure, and virtualisation platforms (VMWare, Hyper-V)
• Experience with Microsoft 365 and related backup/recovery strategies
• Strong experience in cloud technologies such as M365, Azure, Intune, SharePoint. Excellent troubleshooting and analytical skills
• Ability to communicate technical issues clearly to both technical and nontechnical stakeholder
• A strong desire to grow and expand your technical knowledge and customer service skills.
• Understanding of monitoring tools and RMM platforms

Nice to have:

• Experience working in an IT or Telecom Managed Service environment.
• Relevant vendor or industry qualifications (Microsoft, Gamma, LG, Meraki, SonicWall, Aruba or Cisco).
• An active Microsoft certification.

At Focus Group, we celebrate diversity and foster a culture where everyone can thrive. If you need assistance applying or require reasonable adjustments, reach out directly - we’re here to help.

Ready to make a real impact? Apply now!