It Support & Infrastructure Engineer

Emplyfy; Beaconsfield; Hybrid; GBP 30,000 - 40,000; Full time

Benefits offered by this job

40 days paid holiday

Job summary

Emplyfy in the United Kingdom is seeking an experienced IT engineer for a hands-on role within an international technology organisation. You will work directly with customers, resolve technical issues, and support IT environments both remotely and on customer premises.

Key responsibilities include on-site visits, incident management, routine maintenance, ensuring SLAs, documenting work, and collaborating with suppliers.

Qualifications

• Minimum of 5 years' experience in an IT engineering role.
• Experience delivering IT support to customers directly.
• Proven ability to troubleshoot complex technical issues.
• Strong written and verbal communication with customers.
• Ability to work independently and as part of a team.

Responsibilities

• Provide technical assistance to customers and act as a trusted point of contact for support matters.
• Visit customer sites to investigate and resolve issues, perform installations and maintenance.
• Manage incidents, requests and ongoing technical tasks through the Service Desk system.
• Provide customers with regular updates and ensure tickets progress within SLAs.
• Escalate critical or high-priority issues to Management when appropriate.
• Organise daily workloads and prioritise urgent tasks.
• Monitor environments to ensure reliability and business alignment.
• Install, configure, test, maintain and repair IT hardware and software.
• Maintain accurate ticket information and document work.
• Respond to major incidents remotely and on-site at customer locations.

Skills

5+ years IT engineering experience

Customer-facing communication

Troubleshooting expertise

Independent worker

Team player

Tools

Microsoft 365

Intune

RMM solutions

Azure

Windows Server 2016/2019/2022

Windows 10/11

MacOS

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.