It Support & Infrastructure Engineer

Emplyfy; East Oakley; Hybrid; GBP 30,000 - 40,000; Full time

Benefits offered by this job

40 days' paid holiday annually

Job summary

Emplyfy is seeking an experienced IT engineer for a hands-on, customer-facing role within an international MSP. The role covers support for IT environments both remotely and on customer sites, resolving issues, and managing incidents via the Service Desk system.

You will install, configure, test, and repair IT hardware and software, maintain ticket accuracy, and keep customers updated within SLAs. A minimum of five years in IT engineering with Cyber Essentials, GDPR, and Microsoft 365 expertise

Qualifications

• Minimum 5 years' experience in an IT engineering role.
• Practical knowledge of Cyber Essentials and GDPR security standards.
• Experience with Microsoft 365 services (Email, SharePoint, Teams, OneDrive).
• Experience with Azure administration and Windows Server environments.
• Strong written and verbal communication with a professional customer-facing manner.
• Ability to analyse issues, troubleshoot effectively and work independently.

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 maintenance.
• Manage incidents and requests through the Service Desk system.
• Provide regular updates and ensure tickets progress within SLAs.
• Escalate complex or high-priority issues to Management as needed.
• Organise daily workloads and prioritize urgent tasks.
• Monitor customer 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 or on-site.

Skills

Cyber Essentials

GDPR security

Microsoft 365

Microsoft Intune

RMM solutions

TCP/IP

Firewalls

VLANs

Azure administration

Windows Server

Windows 10/11

MacOS support

Customer-facing

Troubleshooting

Tools

RMM solutions

Microsoft Intune

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.