IT Support Engineer

Apache Associates; Greater London; On-site; GBP 35,000 - 50,000; Full time

Job summary

Apache Associates is seeking an Onsite Support Engineer to join our technical services team across the UK. This hands-on, client-facing role involves resolving issues on client sites, supporting projects, and building strong relationships with end users and stakeholders.

You’ll own incidents, travel to client sites, and work with broader technical teams. A solid IT foundation—Microsoft 365, Entra ID/Azure, Windows Server and networking—plus an interest in AI automation will help you thrive in

Qualifications

• Hands-on support across client environments and IP-based networks.
• Experience in MSP or managed services is highly advantageous.
• Excellent client-facing communication and professional demeanor.
• Willingness to travel across the UK and engage with stakeholders.
• Comfortable taking ownership and escalating when needed.

Responsibilities

• Provide hands-on technical support at client sites when remote resolution isn’t possible.
• Build relationships with client contacts and end users as a trusted technical contact.
• Investigate recurring issues and proactively suggest improvements.
• Own incidents to resolution, escalating for additional expertise as required.
• Attend urgent or short-notice client visits when necessary.
• Support projects including installations, migrations and infrastructure changes.
• Lead smaller technical projects from start to finish.
• Maintain accurate technical documentation of environments and processes.
• Collaborate with wider teams to improve service delivery and resolve complex issues.
• Use AI tools and automation to increase efficiency and reduce manual work.
• Participate in an out-of-hours on-call rota.

Skills

Client-facing communication

Troubleshooting

Ownership of incidents

Independent work

Documentation

Tools

Microsoft 365

Entra ID

Azure

Windows Server

Active Directory

Networking

Firewalls

Wi-Fi

AI automation tools

Documentation tools

Job description

We’re working with an established technology business that is looking for an experienced Onsite Support Engineer to join their technical services team.

This is a genuinely client-facing role for someone who enjoys being hands‑on, solving problems and building strong relationships with the people they support. You’ll act as a trusted technical presence across a range of client environments, dealing with issues that require an onsite response while also supporting projects and driving improvements.

The Role

As an Onsite Support Engineer, you’ll provide hands‑on technical support across client environments, working alongside wider technical and support teams.

You’ll be expected to take ownership of issues, understand the underlying problems rather than simply applying quick fixes, and identify opportunities to improve the overall IT experience.

The role will involve regular travel to client sites across the UK, so you’ll need to be comfortable working in different environments and dealing directly with both end users and senior client stakeholders.

Key Responsibilities

• Provide hands‑on technical support at client sites, resolving issues that cannot be effectively handled remotely.
• Build strong relationships with client contacts and end users, becoming a trusted technical point of contact.
• Investigate recurring technical issues and proactively identify opportunities for improvement.
• Take ownership of incidents through to resolution, escalating where additional technical expertise is required.
• Attend urgent or short‑notice client visits when necessary.
• Support technical projects including installations, migrations, deployments and infrastructure changes.
• Take ownership of smaller technical projects and changes from start to finish.
• Maintain accurate and useful technical documentation covering client environments, configurations and processes.
• Work closely with wider technical teams to improve service delivery and resolve complex issues.
• Make effective use of AI tools and automation to improve efficiency and reduce repetitive manual work.
• Participate in an out‑of‑hours on‑call rota.

Technical Experience

We’re looking for someone with solid practical experience across a broad IT infrastructure and support environment, including:

• Microsoft 365
• Entra ID and Azure
• Windows Server and Active Directory
• Networking, firewalls, switching and Wi‑Fi
• Endpoint, hardware and infrastructure troubleshooting
• Backup technologies

Experience working within an MSP or managed services environment would be highly advantageous, particularly if you have experience supporting multiple client environments.

What We’re Looking For

Technically, you’ll need to be a strong all‑rounder who enjoys troubleshooting and getting stuck into problems.

Just as importantly, you’ll need excellent client‑facing skills. This is not a purely technical role – you’ll be dealing with users and senior stakeholders regularly, so being approachable, professional and able to communicate technical issues clearly is essential.

We’re particularly interested in people who:

• Take ownership and see issues through to completion.
• Have strong analytical and troubleshooting skills.
• Are proactive rather than waiting for problems to land on their desk.
• Can work independently and manage competing priorities.
• Know when to escalade and are comfortable asking for support when required.
• Have strong communication and documentation skills.
• Are comfortable working directly with clients and senior stakeholders.
• Have a genuine interest in using AI and automation to work more efficiently.
• Are flexible regarding travel and working across different client environments.

A full UK driving licence is essential.

Why Consider This Opportunity?

This is a great opportunity for an experienced Support Engineer who wants a role that combines hands‑on technical work, client engagement and project delivery, rather than being purely desk‑based.

You’ll have the opportunity to work across a varied range of technologies and environments, build strong client relationships and play an important role in improving the quality and reliability of the IT services being delivered.

If you’re an experienced IT Support / Infrastructure Engineer who enjoys working with clients and wants a role with plenty of variety, we’d be keen to hear from you.