It Service Engineer

Emplyfy; Staines-upon-Thames; Hybrid; 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, delivering professional technical support remotely and on customer premises for high-profile clients. The role suits someone who enjoys troubleshooting and working across different IT environments.

You will troubleshoot, manage Service Desk tickets, and communicate progress within SLA, coordinating with external providers as needed. The package includes £30,000-£40,000 and 40 days of holiday.

Qualifications

• At least 5 years' experience in IT engineering/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 telephone platforms
• Knowledge of network infrastructure (routers, switches, DHCP, DNS, TCP/IP, VLANs, firewalls)
• Experience coordinating with external service providers
• Good IT best practices and structured support processes
• Windows Server 2016/2019/2022 including Group Policy and security settings
• Azure administration and implementation experience
• Windows 10/11 and Mac knowledge
• Imaging and client builds experience
• Strong customer service and independent troubleshooting

Responsibilities

• Provide technical support and serve as primary contact for customers
• Attend customer premises to resolve incidents and perform planned maintenance
• Manage support requests through the Service Desk from logging to resolution
• Communicate progress to customers within SLA requirements
• Escalate serious or high-priority incidents when necessary
• Plan daily activities and ensure tasks are completed on time
• Monitor customer environments and maintain system performance
• Install, configure, maintain and repair IT hardware and software
• Keep service records, tickets and technical documentation accurate
• Respond to critical incidents both on-site and remotely

Skills

Customer interaction

Troubleshooting

Technical support

Planning

Teamwork

Communication

Tools

Microsoft 365

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.

Benefits

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

• 40 days' paid holiday each year.

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

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

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

4. Experience with Intune, RMM and telephone platforms.

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

6. Experience coordinating with external service providers.

7. Good understanding of IT best practices and structured support processes.

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

9. Azure administration and implementation experience.

10. Good knowledge of Windows 10, Windows 11 and Mac.

11. Experience with different client builds and imaging.

12. Strong customer service and communication abilities.

13. Confident troubleshooting independently and working as part of a team.