IT Support & Infrastructure Engineer (Customer-Facing)

Emplyfy; Lavendon; On-site; 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 role with a UK MSP, providing support to customers both remotely and on customer sites. The role requires strong technical capabilities, incident management, and excellent communication with clients.

The ideal candidate will have at least 5 years in IT engineering, with experience in Cyber Essentials, GDPR, and Microsoft 365 services (Email, SharePoint, Teams, OneDrive).

Qualifications

• Minimum 5 years' experience in a similar IT engineering role.
• Mandatory: Cyber Essentials and GDPR security standards knowledge.
• Mandatory: Microsoft 365 services knowledge (Email, SharePoint, Teams and OneDrive).
• Experience with Microsoft Intune, RMM solutions.

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 communication

Tools

Microsoft 365

Microsoft Intune

RMM solutions

Telephone platforms

Job description

Emplyfy is seeking an experienced IT engineer for a hands-on role with a UK MSP, providing support to customers both remotely and on customer sites. The role requires strong technical capabilities, incident management, and excellent communication with clients.

The ideal candidate will have at least 5 years in IT engineering, with experience in Cyber Essentials, GDPR, and Microsoft 365 services (Email, SharePoint, Teams, OneDrive).