Senior 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

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.