IT Solutions Engineer – Customer-Focused Tech Support

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

Benefits offered by this job

40 days paid holiday

Job summary

Emplyfy is seeking an experienced IT Solutions Engineer to join an international high-tech MSP. The role blends customer interaction, technical troubleshooting, and infrastructure support, with hands-on work at client locations.

You will manage incidents, perform installations, monitor environments, and ensure SLA compliance while documenting activities and escalating issues as needed.

Qualifications

• Minimum 5 years of IT support or similar experience.
• Proven knowledge of Microsoft 365 and Azure administration.
• Experience with Intune, RMM tools and telephony platforms.
• Strong networking fundamentals (DNS, DHCP, VPN, firewalls).
• Excellent written and verbal communication; customer-focused.
• Ability to work independently and escalate when needed.

Responsibilities

• Provide customers with responsive technical assistance.
• Attend customer sites to resolve issues, install and maintain systems.
• Manage incidents and service requests via the Service Desk.
• Keep customers informed and meet SLA requirements.
• Escalate high-priority matters to Management.
• Review workload and set priorities to meet objectives.
• Monitor customer systems to ensure standards.
• Install, configure, test, maintain and repair IT hardware and software.
• Record technical activity and document unresolved work.
• Handle urgent incidents both remotely and on-site.

Skills

Technical support

Customer interaction

Troubleshooting

Incident management

Documentation

Communication skills

Tools

Microsoft 365

Microsoft Intune

Azure

RMM solutions

SharePoint

Teams

Job description

Emplyfy is seeking an experienced IT Solutions Engineer to join an international high-tech MSP. The role blends customer interaction, technical troubleshooting, and infrastructure support, with hands-on work at client locations.

You will manage incidents, perform installations, monitor environments, and ensure SLA compliance while documenting activities and escalating issues as needed.