Senior IT Service Engineer – MSP (Hybrid On‑Site/Remote)

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

Benefits offered by this job

40 days paid holiday

Job summary

Unknown is seeking an experienced IT Service Engineer to join its Managed Service Provider team. You will deliver professional technical support remotely and on customer premises, handle incidents, perform planned maintenance and keep service records up to date.

The role requires strong customer-facing skills, a broad technical remit across Windows servers, Microsoft 365, networking and security standards, and the ability to work to SLAs in a fast-paced environment.

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.
• Azure administration and implementation experience.
• Windows Server 2016, 2019 and 2022, including Group Policy and security settings.

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

Customer service

Troubleshooting

Communication

Teamwork

Organisational skills

Tools

Microsoft 365

Intune

RMM

SharePoint

Teams

OneDrive

Azure

Job description

Unknown is seeking an experienced IT Service Engineer to join its Managed Service Provider team. You will deliver professional technical support remotely and on customer premises, handle incidents, perform planned maintenance and keep service records up to date.

The role requires strong customer-facing skills, a broad technical remit across Windows servers, Microsoft 365, networking and security standards, and the ability to work to SLAs in a fast-paced environment.