Technical Support Engineer

Emplyfy; Buckler's Park; On-site; GBP 30,000 - 40,000; Full time

Job summary

Emplyfy, an established international high-tech organisation, seeks an experienced Technical Support Engineer to provide dependable technical support while confidently handling hands-on work at customer locations.

This practical role offers ownership of customer queries, site visits to investigate faults and perform maintenance, and management of tickets with clear SLAs and records.

Qualifications

• Minimum of 5 years' relevant IT experience.
• Hands-on implementation of Cyber Essentials and GDPR security standards.
• Experience with Microsoft 365 including Email, SharePoint, Teams and OneDrive.
• Experience with Intune, RMM and telephony systems.
• Networks installation and maintenance: switches, routers, APs, DHCP, DNS, TCP/IP, VLANs, firewalls.
• Strong communication and customer-focused approach.
• Able to work across broad technical environment and with external providers.

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 service

Microsoft 365

Intune

RMM platforms

Networking

Windows Server

Azure

Communication

On-site travel

Tools

RMM platforms

Service Desk software

Azure portal

Microsoft 365 admin

Job description

Our client is an established international high-tech organisation and fully‑fledged Managed Service Provider supporting a diverse range of well‑known businesses. They are seeking an experienced Technical Support Engineer who can provide dependable technical support while confidently handling hands‑on work at customer locations.

This is a practical and varied position for someone who enjoys troubleshooting, working with different technologies and providing a high level of service to customers.

What You'll Be Doing

• 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.

Benefits

• Salary between £30,000 and £40,000 per year, based on experience.

• 40 days' annual leave.

You should have a minimum of 5 years' relevant IT experience and be comfortable working across a broad technical environment, including:

• 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 alongside external suppliers and service providers to resolve technical matters.

• Following established procedures and recognised 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.

• The ability to investigate and resolve technical problems with minimal supervision.

• A collaborative and reliable approach to teamwork.