It Support & Infrastructure Engineer

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

Benefits offered by this job

40 days paid holiday

Salary range £30,000-£40,000

Job summary

Emplyfy is seeking an experienced IT professional for a hands-on role within an international technology organisation. You will directly support customers, resolve complex technical issues, and maintain IT environments both remotely and on customer sites.

Responsibilities include managing incidents and requests through the Service Desk, performing installations and maintenance, documenting work, and ensuring SLAs are met. Strong communication and independent problem-solving are essential.

Qualifications

• 5+ years in IT engineering role.
• Cyber Essentials and GDPR security standards.
• Microsoft 365 services (Email, SharePoint, Teams, OneDrive).
• Microsoft Intune and RMM solutions.
• Network infrastructure management (routers, switches, WLAN, DHCP, DNS, TCP/IP, firewalls, VLANs).
• Experience with external suppliers and service providers.
• IT procedures and best practices.
• Windows Server 2016/2019/2022 and Group Policy.
• Azure administration.
• Windows 10/11 and MacOS.
• Building and configuring client environments.
• Strong written and verbal communication; customer-facing.
• Analytical troubleshooting and independent work.
• Collaborative with wider 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 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.

Skills

Customer focus

Troubleshooting

Communication

Teamwork

Independent work

Problem solving

Tools

Microsoft 365

Intune

RMM

Azure

Windows Server

Networking

Security

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.