MSP IT Service Engineer - Remote & On-Site Support

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

Benefits offered by this job

40 days paid holiday

Job summary

Emplyfy, an established technology company in the UK, seeks an experienced IT Service Engineer for its MSP team. The role supports high-profile customers, delivering technical help remotely and on customer premises, with a broad remit across IT environments.

You will troubleshoot, coordinate with external providers and manage incidents through the Service Desk, within SLA, while focusing on customer service excellence and documentation.

Qualifications

• At least 5 years' experience in a similar IT engineering/support position.
• Practical experience implementing Cyber Essentials and GDPR security standards.
• Strong Microsoft 365 experience, including Email, SharePoint, Teams and OneDrive.
• Experience with Intune, RMM and telephone platforms.
• Knowledge of network infrastructure and installations, including routers, switches, APs, DHCP, DNS, TCP/IP, VLANs and firewalls.
• Experience coordinating with external service providers.

Responsibilities

• Provide technical support and serve as a primary contact for customers.
• Attend customer premises as needed to resolve incidents and perform planned maintenance.
• Manage support requests through the Service Desk tool from initial logging through to resolution.
• Communicate progress to customers and work within agreed SLA requirements.
• Escalate serious or high-priority incidents when necessary.
• Plan daily activities and ensure important tasks are completed within required timescales.
• Monitor customer environments and maintain the required level of system performance and service.
• Install, configure, maintain and repair IT hardware and software.
• Keep service records, tickets and technical documentation accurate and current.
• Respond to critical incidents both on-site and remotely.

Skills

Troubleshooting

Customer service

Communication

IT support

Tools

Microsoft 365

Intune

RMM

DNS/DHCP/Networking

Job description

Emplyfy, an established technology company in the UK, seeks an experienced IT Service Engineer for its MSP team. The role supports high-profile customers, delivering technical help remotely and on customer premises, with a broad remit across IT environments.

You will troubleshoot, coordinate with external providers and manage incidents through the Service Desk, within SLA, while focusing on customer service excellence and documentation.