Remote & On-Site IT Support & Infrastructure Engineer

Jackalope Digital LLC; United Kingdom; Remote; GBP 30,000 - 40,000; Full time

Benefits offered by this job

40 days' paid holiday annually

Job summary

Jackalope Digital LLC in the United Kingdom is seeking an experienced IT engineer for a hands-on role within an international technology organisation. You will work directly with customers to resolve technical issues and support IT environments both remotely and on customer premises.

Key responsibilities include providing technical assistance, visiting sites, managing incidents through the Service Desk, updating tickets, and coordinating with management for complex issues.

Qualifications

• 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.

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

Analytical troubleshooting

Independent work

Team collaboration

Tools

Microsoft 365

Microsoft Intune

RMM solutions

Azure

Telephone platforms

Job description

Jackalope Digital LLC in the United Kingdom is seeking an experienced IT engineer for a hands-on role within an international technology organisation. You will work directly with customers to resolve technical issues and support IT environments both remotely and on customer premises.

Key responsibilities include providing technical assistance, visiting sites, managing incidents through the Service Desk, updating tickets, and coordinating with management for complex issues.