It Service Engineer

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

Benefits offered by this job

40 days holiday

Job summary

Emplyfy, an established technology company in the UK, is seeking an experienced IT Service Engineer to join its MSP team. The role involves remote and on-site support for high-profile customers, troubleshooting across diverse IT environments and maintaining service quality.

You will interact with customers, manage incidents through the Service Desk, and help implement Cyber Essentials and GDPR standards. A strong MS 365 skillset and networking knowledge are essential.

Qualifications

• At least 5 years of experience in IT engineering or support.
• Experience implementing Cyber Essentials and GDPR security standards (mandatory).
• Strong Microsoft 365 experience including Email, SharePoint, Teams and OneDrive (mandatory).
• Experience with Intune, RMM and related telephone platforms.
• Knowledge of networking concepts, routers, switches, DHCP, DNS, TCP/IP, VLANs and firewalls.

Responsibilities

• Provide technical support and serve as a primary contact for customers.
• Attend customer premises as needed to resolve incidents and perform planned maintenance.
• Manage support requests through the Service Desk tool from logging to resolution.
• Communicate progress to customers and meet SLA requirements.
• Escalate high-priority incidents when necessary.
• Plan daily activities and complete key tasks within timescales.
• Monitor customer environments and maintain system performance and service levels.
• Install, configure, maintain and repair IT hardware and software.

Skills

Customer interaction

Troubleshooting

IT environments

Team collaboration

Networking knowledge

Documentation

Tools

Microsoft 365

SharePoint

Teams

OneDrive

Intune

RMM

Azure

Windows Server

Job description

An established technology company is seeking an experienced IT Service Engineer to join its Managed Service Provider team. The business supports a range of high-profile customers and requires an engineer who can deliver professional technical support both remotely and at customer premises.

This role offers a broad technical remit and would suit someone who enjoys customer interaction, troubleshooting and working across different IT environments.

Responsibilities

Provide technical support and serve as a primary contact for customers.

Attend customer premises as needed to resolve incidents and perform planned maintenance.

Manage support requests through the Service Desk tool from initial logging through to resolution.

Communicate progress to customers and work within agreed SLA requirements.

Escalate serious or high-priority incidents when necessary.

Plan daily activities and ensure important tasks are completed within required timescales.

Monitor customer environments and maintain the required level of system performance and service.

Install, configure, maintain and repair IT hardware and software.

Keep service records, tickets and technical documentation accurate and current.

Respond to critical incidents both on-site and remotely.

£30,000 - £40,000 per year, dependent on experience.

40 days' paid holiday each year.

At least 5 years' experience in a similar IT engineering/support position.

Practical experience implementing Cyber Essentials and GDPR security standards (mandatory).

Strong Microsoft 365 experience, including Email, SharePoint, Teams and OneDrive (mandatory).

Experience with Intune, RMM and telephone platforms.

Knowledge of network infrastructure and installations, including routers, switches, APs, DHCP, DNS, TCP/IP, VLANs and firewalls.

Experience coordinating with external service providers.

Good understanding of IT best practices and structured support processes.

Windows Server 2016, 2019 and 2022, including Group Policy and security settings.

Azure administration and implementation experience.

Good knowledge of Windows 10, Windows 11 and Mac.

Experience with different client builds and imaging.

Strong customer service and communication abilities.

Confident troubleshooting independently and working as part of a team.