Systems Engineer

Techcare Ltd.; Rugeley; Remote; GBP 32,000 - 39,000; Full time

Benefits offered by this job

35 days holiday including bank hols

Private healthcare after probation

Employee assistance programme

Job summary

Techcare Ltd. is growing its Managed Services team in Rugeley and seeks engineers to act as trusted technical advisors. You’ll work hands-on across technical support, systems administration and information security, supporting day-to-day operations and longer-term improvements.

You’ll resolve tickets, maintain healthy client systems, and write fixes as knowledge base articles. Experience with PSA/RMM, M365 security, and Firewalls is required. Driving licence is a must.

Qualifications

• Experience in service desks resolving incidents and service requests to ITIL-aligned processes.
• Experience with identity and access management in Microsoft 365.
• Experience with joiners, movers and leavers within SLA.
• Hands-on PSA and RMM experience (ConnectWise, N-able or similar).
• Microsoft 365 security, compliance and tenant governance, including Conditional Access and threat protection.

Responsibilities

• Resolve tickets within SLA from first contact to fix, ensuring a positive client experience.
• Maintain client systems with proactive maintenance, monitoring and regular backups/audits.
• Document fixes as knowledge base articles; keep client documentation accurate.
• Review service performance with the Service Desk Manager and stay updated on new products.
• Help improve internal processes in line with ISO standards.

Skills

Service desk experience

Microsoft 365 identity mgmt

SLA compliance

PSA/RMM experience

Microsoft 365 security

Threat protection

WatchGuard firewall

AI tools (Copilot) usage

Tools

ConnectWise

N-able

Job description

Techcare helps businesses get more from their technology. Our work is consultative and proactive, from managing complex Microsoft 365 environments to deploying cyber security frameworks. This year we won Greater Birmingham Chamber of Commerce awards for Customer Commitment and Business of the Year. We're growing and looking for engineers to join our Managed Services team in Rugeley.

What you'll own

You’ll be a trusted technical advisor to our clients, working hands‑on across technical support, systems administration and information security, supporting day‑to‑day operations and longer‑term improvements.

Main accountabilities

• Resolving tickets within SLA from first contact to fix, with every contact a good experience measured by client feedback.
• Keeping client systems healthy with proactive maintenance, monitoring and regular audits of backups, endpoints, firmware and assets.
• Writing up fixes as knowledge base articles, keeping client documentation accurate.
• Reviewing service performance with the Service Desk Manager, staying current on new products.
• Helping improve internal processes in line with our ISO standards.

What you'll need

• Service desk experience, resolving incidents and service requests to ITIL-aligned processes.
• Managing identity and access in Microsoft 365
• Completing joiners, movers and leavers within SLA.
• Hands‑on PSA and RMM experience (ConnectWise, N‑able or similar).
• Microsoft 365 security, compliance and tenant governance, including Conditional Access and threat protection.
• Closing security alerts to procedure.
• Network support, including firewalls, particularly WatchGuard.
• Daily use of AI tools such as Microsoft Copilot to work efficiently, helping clients get more from their own.
• Valid driving licence

In your work you

• care about client satisfaction as much as we do
• ask what the user is trying to achieve before acting, then explain clearly
• trace a fault from symptom to cause, recording how you got there
• keep to standard under pressure, asking for help when needed

What you'll get

• £35,000 per annum depending on experience.
• 35 days' holiday including bank holidays.
• Private healthcare after probation, including mental health cover and an employee assistance programme.

Techcare is an equal opportunities employer. We welcome applications from everyone and will make any reasonable adjustments you need to the recruitment process.