Customer-Facing IT Support & Infrastructure Engineer

Emplyfy; Stevenage; On-site; GBP 30,000 - 40,000; Full time

Benefits offered by this job

40 days’ holiday per year

Job summary

Emplyfy, an established MSP in the UK, seeks an experienced IT engineer to provide hands-on support to customers both on-site and remotely. You will resolve technical issues, manage incidents, and maintain IT environments across multiple clients, ensuring SLAs are met.

The ideal candidate has 5+ years in IT engineering, with strong Microsoft 365 and Azure skills, plus experience with Intune and RMM tools. A customer-facing, proactive approach is essential.

Qualifications

• Minimum 5 years in IT engineering or similar role.
• Mandatory Cyber Essentials and GDPR security standards.
• Mandatory Microsoft 365 services experience (Email, SharePoint, Teams, OneDrive).
• Experience with Microsoft Intune, RMM, and telephone platforms.
• Knowledge of network infrastructure, routers, switches, DHCP/DNS, TCP/IP, firewalls, VLANs.
• Experience with Windows Server 2016/2019/2022, GPO and security policies.
• Azure administration and implementation.
• Experience with Windows 10/11 and Mac OS.
• Ability to build, image and configure customer environments.
• Strong written and verbal communication with a professional customer-facing manner.

Responsibilities

• Provide technical assistance to customers and act as a trusted contact.
• Visit customer sites to resolve issues, perform installations and maintenance.
• Manage incidents and requests through the Service Desk system.
• Provide regular updates and ensure tickets meet SLAs.
• Escalate complex issues to Management as needed.
• Organise daily workloads and prioritize urgent tasks.
• Monitor environments to ensure reliability and business alignment.
• Install, configure, test, maintain and repair IT hardware/software.
• Maintain accurate ticket information and document actions.
• Respond to major incidents remotely or on-site.

Skills

Customer-facing communication

Analytical troubleshooting

Independent work

Team collaboration

Tools

Microsoft 365

Intune

RMM solutions

Azure

Windows Server

Job description

Emplyfy, an established MSP in the UK, seeks an experienced IT engineer to provide hands-on support to customers both on-site and remotely. You will resolve technical issues, manage incidents, and maintain IT environments across multiple clients, ensuring SLAs are met.

The ideal candidate has 5+ years in IT engineering, with strong Microsoft 365 and Azure skills, plus experience with Intune and RMM tools. A customer-facing, proactive approach is essential.