Senior IT Support & Infrastructure Engineer (Customer-Facing)

Emplyfy

Chobham

On-site

GBP 30,000 - 40,000

Full time

32 hours ago

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Benefits offered by this job

40 days' paid holiday

Job summary

Emplyfy is seeking an experienced IT engineer for a hands-on role within an international MSP. You will work with customers, resolve technical issues, and support IT environments both remotely and on customer sites. The role emphasizes proactive ticket management, incident handling, and installation and maintenance of hardware and software.

A strong customer-facing approach and 5+ years in IT engineering are essential. The position offers a competitive salary and 40 days of annual leave.

Qualifications

Minimum 5 years in an IT engineering/IT support role.
In-depth knowledge of Cyber Essentials and GDPR security standards.
Proficient with Microsoft 365 services (Email, SharePoint, Teams, OneDrive).
Experience with Microsoft Intune, RMM solutions.
Network infrastructure basics (routers, switches, DHCP/DNS, TCP/IP, firewalls).
Ability to work with external suppliers and service providers.
Experience with Windows Server 2016/2019/2022 and Group Policy.
Azure administration and implementation.
Proficient Windows and Mac OS support; building and configuring customer environments.
Strong communication and customer-facing skills; able to work independently and in a 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 issues, perform installations and maintenance.
Manage incidents and requests through the Service Desk system.
Provide customers with regular updates and ensure tickets progress within SLAs.
Escalate critical or high-priority issues to Management when appropriate.
Organise daily workloads and prioritise urgent tasks.
Monitor customer environments to ensure reliability and business alignment.
Install, configure, test, maintain and repair IT hardware/software.
Maintain accurate ticket information and document work and actions.
Respond to major incidents remotely or on customer premises.