Senior Technical Support Engineer - On-Site & Travel

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

Benefits offered by this job

40 days annual leave

Job summary

Emplyfy is seeking an experienced Technical Support Engineer based in the Watford area to provide hands-on technical support at customer sites. You will own issues from inception through resolution, manage tickets, and communicate progress within SLAs.

This role requires strong MS 365 skills, security (Cyber Essentials/GDPR), Azure, Intune and RMM knowledge, with a proactive, customer-focused approach and ability to work across a broad tech stack.

Qualifications

• Minimum of 5 years of IT experience in a technical environment.
• Cyber Essentials and GDPR security standards with hands-on implementation experience (mandatory).
• Microsoft 365 including Email, SharePoint, Teams and OneDrive (mandatory).
• Intune, RMM technologies and telephone systems.
• Installation and maintenance of networks including switches, routers, APs, DHCP, DNS, TCP/IP, VLANs and firewalls.
• Working with external suppliers/service providers to resolve technical matters.
• Following established procedures and IT best practices.
• Windows Server 2016, 2019 and 2022 including Group Policy and security settings.
• Azure administration and implementation.
• Windows 10, Windows 11 and Mac systems.
• Client-specific builds, imaging and deployment.
• Strong communication skills and a customer-focused approach.
• Ability to investigate and resolve technical problems with minimal supervision.
• Collaborative and reliable teamwork.

Responsibilities

• Take ownership of customer technical queries and provide appropriate support.
• Travel to customer sites to investigate faults, implement fixes and complete maintenance activities.
• Manage incoming support tickets and requests through the Service Desk platform.
• Keep customers informed about progress and resolution times in accordance with SLAs.
• Escalate serious or business-critical incidents when required.
• Plan and manage daily priorities to ensure work is completed efficiently.
• Monitor customer systems and environments and ensure their technology continues to support business requirements.
• Install, configure, test, maintain and repair IT equipment and software.
• Maintain clear records of technical activity, ticket updates and outstanding tasks.
• Deal with urgent incidents both remotely and on-site.

Skills

Troubleshooting

Customer-facing skills

Cyber Essentials

GDPR security

Microsoft 365

Intune

RMM technologies

Azure

Windows Server (2016/2019/2022)

Windows 10/11

Mac OS

Networking basics

Imaging and deployment

Team collaboration

Tools

Microsoft 365

Intune

RMM technologies

Azure

Windows Server

Job description

Emplyfy is seeking an experienced Technical Support Engineer based in the Watford area to provide hands-on technical support at customer sites. You will own issues from inception through resolution, manage tickets, and communicate progress within SLAs.

This role requires strong MS 365 skills, security (Cyber Essentials/GDPR), Azure, Intune and RMM knowledge, with a proactive, customer-focused approach and ability to work across a broad tech stack.