Customer-Facing IT Support & Infrastructure Engineer

Emplyfy; St Albans; Hybrid; GBP 30,000 - 40,000; Full time

Benefits offered by this job

40 days' paid holiday

Job summary

Emplyfy is seeking an experienced IT engineer for a hands-on role within an international MSP. You will support customers remotely and on-site, resolve technical issues and help maintain IT environments to meet business needs.

The ideal candidate has at least 5 years in IT engineering, strong security knowledge (Cyber Essentials, GDPR), and hands-on experience with Microsoft 365, Intune and Azure, plus Windows and network infrastructure.

Qualifications

• Minimum of 5 years' experience in a similar IT engineering role.
• Practical knowledge of Cyber Essentials and GDPR security standards (mandatory).
• Experience with Microsoft 365 services (Email, SharePoint, Teams and OneDrive) (mandatory).
• Experience with Microsoft Intune, RMM solutions and telephone platforms.
• Network infrastructure installation and support, including routers, switches, wireless APs, DHCP, DNS, TCP/IP, firewalls and VLANs.
• Experience collaborating with external suppliers and service providers.
• Familiarity with IT procedures, controls and industry best practices.
• Proficient in Windows Server 2016/2019/2022; Group Policy and security policies.
• Azure administration and implementation.
• Experience with Windows 10/11 and Mac operating systems.
• Experience building, imaging and configuring customer environments.
• Strong written and verbal communication and a professional customer-facing manner.
• Ability to analyze issues, troubleshoot effectively and work independently.
• Collaborative team player.

Responsibilities

• Provide technical assistance to customers and act as a trusted point of contact for support matters.
• Visit customer sites to investigate and resolve technical issues, perform installations and undertake planned maintenance.
• Manage incidents, requests and ongoing technical tasks through the Service Desk system.
• Provide customers with regular updates and ensure tickets are progressed within agreed SLAs.
• Escalate critical, complex or high-priority issues to Management when appropriate.
• Organise daily workloads and ensure urgent and important tasks are dealt with accordingly.
• Monitor customer environments and infrastructure to ensure systems remain reliable and meet business requirements.
• Install, configure, test, maintain and repair IT hardware, software and related systems.
• Maintain accurate ticket information and document technical work and outstanding actions.
• Respond to major incidents and priority issues both remotely and at customer locations.

Skills

Customer-facing IT support

Microsoft 365 services

Azure administration

Windows Server administration

Networking fundamentals

Troubleshooting

Communication skills

Team collaboration

Tools

Microsoft Intune

RMM solutions

DHCP

DNS

TCP/IP

Firewalls

Job description

Emplyfy is seeking an experienced IT engineer for a hands-on role within an international MSP. You will support customers remotely and on-site, resolve technical issues and help maintain IT environments to meet business needs.

The ideal candidate has at least 5 years in IT engineering, strong security knowledge (Cyber Essentials, GDPR), and hands-on experience with Microsoft 365, Intune and Azure, plus Windows and network infrastructure.