It Support & Infrastructure Engineer

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

Benefits offered by this job

£30,000 - £40,000 per annum

40 days' paid holiday

Job summary

Emplyfy is seeking an experienced IT professional for a hands-on role within an international technology organisation. You will provide technical assistance to customers, resolve issues, and support IT environments both remotely and on customer premises.

Responsibilities include managing incidents, visiting sites, maintaining SLAs, and documenting work. The ideal candidate has 5+ years of IT engineering experience and strong security and Microsoft 365 skills.

Qualifications

• Minimum 5 years' experience in IT engineering or a similar role.
• Cyber Essentials and GDPR security standards knowledge (mandatory).
• Microsoft 365 services and administration experience (mandatory).
• Experience with Intune, RMM and telephone platforms.

Responsibilities

• Provide technical assistance to customers and act as a trusted contact for support matters.
• Visit customer sites to investigate and resolve issues, install and maintain systems.
• Manage incidents and requests through the Service Desk system.
• Provide regular updates and progress tickets within SLAs.
• Escalate complex issues to management when appropriate.
• Organise daily workloads and handle urgent tasks.
• Monitor environments to ensure reliability and business alignment.
• Install, configure, test, maintain and repair hardware, software and related systems.
• Document work and outstanding actions with accurate ticket details.
• Respond to major incidents remotely and on customer locations.

Skills

Customer communication

Troubleshooting

Remote support

On-site support

Team collaboration

Tools

Microsoft 365

Intune

RMM

Azure

Windows Server 2016/2019/2022

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.