Job Description

IT Infrastructure Engineer

Location: Birmingham / Hybrid | Network-wide collaboration

Closing date: Friday 10th April 2026

Salary: up to £47K dependant on experience

At CrossCountry, our timetable sits at the heart of everything we do — connecting communities across the length and breadth of the UK. Delivering this complex, nationwide service relies on resilient, high-performing Digital and IT services, especially at a time of industry transformation and major investment.

We’re proud of the service we provide to our passengers, and we’re now looking for an Infrastructure Engineer / Systems Administrator to join us to support the day-to-day operation and routine maintenance and optimisation of CrossCountry Trains’ IT technology tools and utilities.

The role will have a focus on the Microsoft 365 technology stack ensuring the continued operation and the resolution of complex incidents and project support requests

The Role

As Infrastructure Engineer / Systems Administrator, you’ll be responsible for the maintenance and administration of CrossCountry’s M365 stack and all supporting tools and utilities, ensuring they are fit for purpose and enhance productivity whilst protecting business data and managing Azure AD, authentication policies and role-based access controls

Key Responsibilities

You will:

• Optimise Teams, SharePoint and OneDrive to drive effective enterprise communications capability

• Troubleshoot and resolve complex M365 related incidents ensuring downtime is minimised

• Maintain data integrity, back-up policies and disaster recovery strategies

• Seek to make recommendations for optimisation and automation through the use of PowerShell and M365 admin tools

• Ensure approved applications are suitably packaged and available for deployment through tools such as InTune

• Maintain detailed records of ticket resolutions, configuration, changes and compliance audits in the ITSM tooling

• Manage the lifecycle of non-standard report requests through to fulfilment adhering to the agreed procedures

• Engage third party support as required, working collaboratively to resolve issues

• Able to undertake maintenance activity at times that minimises disruption to operational services

• Provide support for CrossCountry Train’s complex projects as required

• Use defined processes consistently to identify and propose any potential risks, quantifying and documenting the probability of occurrence and the impact on the business and coordinating the development of countermeasures and contingency plans.

• Support with service improvement initiatives and programmes.

• Be part of the Out of Hours Rota for supporting incident resolution for business-critical services.

• Work as part of the Service Support Team during busy periods to manage ticket volumes resolving general IT incidents and requests.

About You

You’ll bring a strong service mindset, thrive in a fast-paced operational environment, and be motivated by delivering excellent outcomes for customers.

You’ll have:

• Proven proficiency in Microsoft 365 administration, Azure AD, Exchange Online, SharePoint and Teams

• Competence in Windows environments and virtualisation (VMware)

• Extensive experience of working in an IT support role engaged in incident, request and problem resolution

• Up to date technical knowledge of the M365 stack including Active Directory, Exchange and Group Policy

• Excellent analytical and problem-solving skills, with a data driven mindset

• Excellent communication skills with the ability to engage with stakeholders at all levels

• Experience of deployment Tools such as InTune or SCCM

• Strong communication skills with the ability to interact effectively with both technical and non-technical stakeholders

• Ability to support colleagues and transfer knowledge to aid shift-left principles, and promote team development

• Excellent organisational skills with the ability to effectivity prioritise and execute tasks in a high-pressure environment

• Customer centric approach with a strong desire to deliver an excellent customer experience every time.

• Proven proficiency in Microsoft 365 administration, Azure AD, Exchange Online, SharePoint and Teams

• Competence in Windows environments and virtualisation (VMware)

Ideally, you’ll also have:

• Relevant IT related degree or holds an equivalent level of experience and professional qualifications

• ITIL V4 Foundation

• Microsoft 365 Certified: Administrator Expert

Why Join CrossCountry?

You’ll be part of an organisation undergoing exciting change, where IT plays a vital role in delivering a service millions of passengers rely on every year. This is an opportunity to make a real, visible impact — and to be proud of the service you help deliver.

Diversity & Inclusion

At CrossCountry, we believe our people should reflect the diverse communities we serve. Inclusion isn’t just part of our strategy — it’s central to our success. We’re committed to creating a workplace where everyone feels valued, respected, and supported to be their best.

Click Apply Now to take the next step in your journey with CrossCountry Trains.

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