Systems Engineer

VONQ B.V; Rugeley; On-site; GBP 33,000 - 36,000; Full time

Benefits offered by this job

35 days holiday

Private healthcare after probation

Mental health cover

Employee assistance program

Job summary

Techcare is seeking a Systems Engineer to join our Managed Services team in Rugeley. You will resolve tickets within SLA from first contact to fix, keep client systems healthy through proactive maintenance, and contribute to documentation.

Ideal candidates will have service desk experience, Microsoft 365 identity and security know-how, PSA and RMM tools (ConnectWise, N-able), and familiarity with ITIL processes.

Qualifications

• 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

Responsibilities

• 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.

Skills

Service desk

Microsoft 365

Identity & access management

ITIL

Microsoft Copilot

Driving licence

Security awareness

Client focus

Tools

ConnectWise

N-able

WatchGuard

Job description

Systems Engineer

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:

• 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.

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