It Support & Infrastructure Engineer

Emplyfy; Sunbury-on-Thames; Hybrid; GBP 30,000 - 40,000; Full time

Benefits offered by this job

40 days' holiday

Job summary

Emplyfy is seeking an experienced IT engineer to join an international MSP, delivering IT support and infrastructure services. The role involves working directly with customers, resolving issues, and supporting environments both remotely and on customer premises.

You will handle incidents, installations, maintenance, and service desk tasks, ensuring SLAs are met while maintaining clear communication with clients and internal teams. A minimum of 5 years in a similar role is expected.

Qualifications

• Minimum 5 years in a similar IT engineering role.
• Strong knowledge of Cyber Essentials and GDPR security standards.
• Expertise with Microsoft 365 suite (Email, SharePoint, Teams, OneDrive).
• Experience with Microsoft Intune and RMM solutions.
• Networking skills: routers, switches, DHCP, DNS, TCP/IP, firewalls, VLANs.
• Experience working with external suppliers and service providers.
• Excellent written and verbal communication; customer-facing.
• Ability to troubleshoot, analyse issues and work independently.
• Collaborative team player.

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-facing

Incident management

Remote support

Network troubleshooting

Security best practices

Documentation

Team collaboration

Tools

Microsoft 365

Microsoft Intune

RMM tools

Azure

Windows Server

Group Policy

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.