Customer-Facing IT Support & Infrastructure Engineer (MSP)

Emplyfy; Newbury; Hybrid; GBP 30,000 - 40,000; Full time

Benefits offered by this job

40 days holiday

Job summary

Emplyfy is seeking an experienced IT professional for a hands-on role within an international technology organisation. You will work directly with customers, resolve technical issues and support IT environments both remotely and on customer premises.

Key responsibilities include providing technical assistance, visiting sites, managing incidents through the Service Desk, updating tickets, and ensuring SLAs are met.

Qualifications

• 5+ years in IT engineering role
• Cyber Essentials and GDPR security standards
• Microsoft 365 services including Email, SharePoint, Teams and OneDrive
• Microsoft Intune, RMM solutions and telephone platforms
• Network infrastructure installation and support (routers, switches, DHCP, DNS, TCP/IP, firewalls, VLANs)
• Windows Server 2016/2019/2022, Group Policy and security policies
• Azure administration and implementation
• Windows 10/11 and Mac operating systems
• Building, imaging and configuring different customer environments
• Strong written and verbal communication skills
• Independent working and team collaboration

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

Cyber Essentials

GDPR security

Microsoft 365

Intune

RMM tools

Network fundamentals

Windows Server

Tools

Microsoft Intune

RMM solutions

Job description

Emplyfy is seeking an experienced IT professional for a hands-on role within an international technology organisation. You will work directly with customers, resolve technical issues and support IT environments both remotely and on customer premises.

Key responsibilities include providing technical assistance, visiting sites, managing incidents through the Service Desk, updating tickets, and ensuring SLAs are met.