Systems Engineer

Techcare; Stafford; On-site; GBP 32,000 - 39,000; Full time

Benefits offered by this job

35 days holiday incl. bank holidays

Private healthcare after probation (MH

Employee assistance programme

Job summary

Techcare is seeking an engineer to join our Managed Services team in Rugeley. You’ll act as a trusted technical advisor, handling hands-on support, systems administration and information security for diverse client environments.

Responsibilities include incident resolution within SLA, proactive maintenance, knowledge-base updates and ISO-aligned process improvements. Driving licence and experience with WatchGuard firewalls are required.

Qualifications

• ITIL-aligned incident and service request handling.
• Experience with Microsoft 365 administration and security.
• Joiners/movers/leavers within SLA.
• Hands-on PSA and RMM tools.
• Experience with firewalls and network monitoring.
• Documentation of fixes for knowledge base.

Responsibilities

• Resolve tickets within SLA from first contact to resolution.
• Maintain client systems with proactive monitoring and backups.
• Write knowledge base articles for fixes.
• Review service performance with the Service Desk Manager.
• Assist ISO-compliant process improvements.
• Trace faults from symptoms to root cause and document steps.

Skills

ITIL-aligned incident management

Microsoft 365 administration

Identity and access management

PSA/RMM tools

Microsoft 365 security & governance

Network support

Troubleshooting under SLA

Driving licence

Tools

ConnectWise

N-able

WatchGuard

Job description

Introduction

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.

Salary

35000 - 35000 GBP (yearly)