It Service Engineer

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

Benefits offered by this job

40 days holiday

Job summary

Emplyfy is seeking an experienced IT Service Engineer to join its MSP team. The role involves delivering professional technical support both remotely and at customer premises, across diverse IT environments.

You will be the primary contact for customers, manage incidents via the Service Desk, and ensure SLA adherence while coordinating with external providers as needed. A 5+ year track record and robust Microsoft 365 skills are required.

Qualifications

• At least 5 years' experience in IT engineering/support.
• Mandatory: Cyber Essentials and GDPR security standards.
• Strong Microsoft 365 experience (Email, SharePoint, Teams, OneDrive).
• Experience with Intune, RMM and telephone platforms.
• Knowledge of network infrastructure and installations (routers, switches, DHCP, DNS, TCP/IP, VLANs, firewalls).
• Azure administration and implementation experience.

Responsibilities

• Provide technical support and act as primary contact for customers.
• Visit customer premises as needed to resolve incidents and perform maintenance.
• Manage support requests from logging to resolution via Service Desk tool.
• Communicate progress to customers within SLA requirements.
• Escalate high-priority incidents when necessary.
• Plan daily activities and ensure tasks are completed on time.
• Monitor customer environments and maintain system performance and service levels.
• Install, configure, maintain and repair IT hardware and software.
• Keep service records and documentation accurate and up-to-date.
• Respond to critical incidents on-site and remotely.

Skills

Customer service

Communication

Troubleshooting

Teamwork

Tools

Intune

RMM

SharePoint

Teams

OneDrive

Azure

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.