Technical Support Engineer

Emplyfy; Staines-upon-Thames; On-site; GBP 30,000 - 40,000; Full time

Benefits offered by this job

Salary £30k–£40k per year

40 days annual leave

Job summary

Emplyfy is seeking an experienced Technical Support Engineer to provide dependable technical support and hands-on work at customer locations. The role involves troubleshooting across a broad technical environment, travelling to client sites for fault investigation and maintenance, and managing service desk tickets with clear communication on progress.

The ideal candidate has 5+ years of IT experience, strong Microsoft 365 skills, and experience with security standards like Cyber Essentials and

Qualifications

• Minimum of 5 years' relevant IT experience and hands-on work across a broad technical environment.
• Experience implementing Cyber Essentials and GDPR security standards.
• Strong Microsoft 365 expertise including common components like Email, SharePoint, Teams and OneDrive.
• Knowledge of Intune, RMM technologies and telephone systems.

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

Cyber Essentials

GDPR compliance

Microsoft 365

Intune

RMM technologies

Networking

Azure administration

Windows Server 2016-2022

Windows 10/11

Mac systems

Customer communication

Problem solving

Teamwork

Remote & on-site support

Tools

SharePoint

Teams

OneDrive

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.