It Support & Infrastructure Engineer

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

Benefits offered by this job

40 days' paid holiday

Job summary

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

The role covers IT security, Microsoft 365, Azure, Intune and network infrastructure, with responsibilities to install, configure, test, maintain and repair systems, manage incidents via the Service Desk and keep precise ticket

Qualifications

• Minimum of 5 years' IT engineering experience.
• Experience with Microsoft 365 services and security controls.
• Ability to resolve technical issues and communicate clearly.

Responsibilities

• Provide technical assistance to customers and act as a trusted contact.
• Visit customer sites to investigate issues and perform maintenance.
• Manage incidents and requests through the Service Desk system.
• Provide regular updates and ensure tickets meet SLAs.
• Escalate complex issues to management when appropriate.
• Organise daily workloads and prioritize urgent tasks.
• Monitor environments to ensure reliability and business alignment.
• Install, configure, test, maintain and repair hardware and software.
• Document work and actions taken for each ticket.
• Respond to major incidents remotely or on customer sites.

Skills

Customer interaction

Ticketing & SLA management

Remote & on-site support

Communication skills

Problem solving

Tools

Microsoft 365

Microsoft Intune

RMM solutions

Azure

DNS/DHCP/TCP-IP

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.