IT Support & Infrastructure Engineer

United States Digital Space LLC; Addlestone; On-site; GBP 30,000 - 40,000; Full time

Benefits offered by this job

40 days holiday

Job summary

United States Digital Space LLC in the UK seeks an experienced IT engineer for hands-on technical support across multiple client environments, both remotely and on customer sites.

You will resolve incidents, perform installations, and maintain IT infrastructure while communicating clearly with customers and working as part of a wider team.

Qualifications

• Minimum 5 years in IT engineering or similar role.
• Experience with customer-facing IT support and on-site visits.
• Strong knowledge of Microsoft 365, Azure and security standards.

Responsibilities

• Provide technical assistance to customers and act as primary contact for support.
• Visit customer sites to resolve issues, perform installations and maintenance.
• Manage incidents and requests via Service Desk and ensure SLA compliance.
• Escalate high-priority issues to management when needed.
• Organise workload and coordinate urgent tasks.
• Monitor environments to ensure reliability and business alignment.
• Install, configure, test, and repair IT hardware and software.
• Document ticket actions and maintain accurate records.
• Respond to major incidents remotely or on-site.

Skills

5+ years IT engineering experience

Customer-facing communication

Troubleshooting and incidentResolution

Project and time management

Tools

Microsoft 365

Microsoft Intune

RMM solutions

Azure administration

Windows Server (2016/2019/2022)

Networking knowledge (Routers/Switches/DNS/DHCP/VLANs)

Job description

Are you an experienced IT professional looking for a hands-on role within an international technology organisation? Our client is an established Managed Service Provider delivering IT support and infrastructure services to a range of well-known businesses.

They are looking for a proactive and technically capable engineer who is comfortable working directly with customers, resolving technical issues and supporting IT environments both remotely and on customer premises.

Key Responsibilities

• Provide technical assistance to customers and act as a trusted point of contact for support matters.
• Visit customer sites to investigate and resolve technical issues, perform installations and undertake planned maintenance.
• Manage incidents, requests and ongoing technical tasks through the Service Desk system.
• Provide customers with regular updates and ensure tickets are progressed within agreed SLAs.
• Escalate critical, complex or high-priority issues to Management when appropriate.
• Organise daily workloads and ensure urgent and important tasks are dealt with accordingly.
• Monitor customer environments and infrastructure to ensure systems remain reliable and meet business requirements.
• Install, configure, test, maintain and repair IT hardware, software and related systems.
• Maintain accurate ticket information and document technical work and outstanding actions.
• Respond to major incidents and priority issues both remotely and at customer locations.

Benefits

• £30,000 - £40,000 per annum, depending on experience.
• 40 days' paid holiday annually.

The ideal candidate will have a minimum of 5 years' experience in a similar IT engineering role, with practical knowledge of:

• Cyber Essentials and GDPR security standards, including configuration and implementation (mandatory).
• Microsoft 365 services, including Email, SharePoint, Teams and OneDrive (mandatory).
• Microsoft Intune, RMM solutions and telephone platforms.
• Network infrastructure installation and support, including routers, switches, wireless APs, DHCP, DNS, TCP/IP, firewalls and VLANs.
• Working with external suppliers and service providers to resolve technical requirements.
• Applying appropriate IT procedures, controls and industry best practices.
• Windows Server 2016, 2019 and 2022, including Group Policy and security policies.
• Azure administration and implementation.
• Windows 10, Windows 11 and Mac operating systems.
• Building, imaging and configuring different customer environments.
• Strong written and verbal communication skills and a professional customer-facing manner.
• The ability to analyse issues, troubleshoot effectively and work independently.
• A collaborative approach and the ability to contribute as part of a wider team.