Field Technical Support Engineer (On-Site & Remote)

Emplyfy; Sunbury-on-Thames; On-site; GBP 30,000 - 40,000; Full time

Job summary

Emplyfy is seeking an experienced Technical Support Engineer for an international MSP. Take ownership of customer technical queries, travel to client sites to investigate faults and implement fixes, and manage service desk tickets while keeping customers informed within SLAs.

The role requires at least 5 years of IT experience across a broad tech environment including Cyber Essentials, GDPR security, Microsoft 365 (Email, SharePoint, Teams and OneDrive), Intune, Azure, Windows Server 2016–2022

Qualifications

• Minimum 5 years of IT experience across a broad technical environment.
• Cyber Essentials and GDPR security standards with hands-on implementation.
• Microsoft 365, including Email, SharePoint, Teams and OneDrive.
• Intune, RMM technologies, and telephone systems.
• Installation and maintenance of networks, including switches, routers, APs, DHCP, DNS, TCP/IP, VLANs and firewalls.
• Windows Server 2016, 2019 and 2022, including Group Policy and security settings.
• Azure administration and implementation.
• Windows 10, Windows 11 and Mac systems.
• Client-specific builds, imaging and deployment.
• Strong communication skills and a customer-focused approach.

Responsibilities

• Take ownership of customer technical queries and provide appropriate support.
• Travel to customer sites to investigate faults, implement fixes and complete maintenance activities.
• Manage incoming support tickets and requests through the Service Desk platform.
• Keep customers informed about progress and resolution times in accordance with SLAs.
• Escalate serious or business-critical incidents when required.
• Plan and manage daily priorities to ensure work is completed efficiently.
• Monitor customer systems and environments and ensure their technology supports business requirements.
• Install, configure, test, maintain and repair IT equipment and software.
• Maintain clear records of technical activity, ticket updates and outstanding tasks.
• Deal with urgent incidents both remotely and on-site.

Skills

Troubleshooting

Customer service

Communication

Ownership of incidents

Security compliance

Tools

Microsoft 365

Intune

Azure

RMM tools

Windows Server

Windows 10/11

Networking basics

Job description

Emplyfy is seeking an experienced Technical Support Engineer for an international MSP. Take ownership of customer technical queries, travel to client sites to investigate faults and implement fixes, and manage service desk tickets while keeping customers informed within SLAs.

The role requires at least 5 years of IT experience across a broad tech environment including Cyber Essentials, GDPR security, Microsoft 365 (Email, SharePoint, Teams and OneDrive), Intune, Azure, Windows Server 2016–2022