It Support & Infrastructure Engineer

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

Benefits offered by this job

40 days paid holiday annually

Job summary

Emplyfy, a UK-based international technology organisation, is seeking an experienced IT professional for a hands-on role in a managed service environment. You will support IT environments both remotely and at customer sites, resolving issues and delivering proactive infrastructure services.

You will work directly with customers, manage incidents, installations and maintenance, and collaborate with external suppliers to meet SLAs.

Qualifications

• Minimum 5 years in an IT engineering role.
• Mandatory Cyber Essentials and GDPR security standards.
• MS 365 services including Email, SharePoint, Teams and OneDrive.
• Experience with Azure administration.
• Strong customer-facing communication skills and professional manner.

Responsibilities

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

Skills

Cyber Essentials

Microsoft 365

Intune

RMM solutions

Network infrastructure

Windows Server

Azure

Windows & macOS

Troubleshooting

Communication skills

Tools

SharePoint

Teams

OneDrive

Azure

DNS/DHCP

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.