Technical Support Engineer

Emplyfy; Watford; On-site; GBP 30,000 - 40,000; Full time

Benefits offered by this job

40 days annual leave

Job summary

Emplyfy is seeking an experienced Technical Support Engineer based in the Watford area to provide hands-on technical support at customer sites. You will own issues from inception through resolution, manage tickets, and communicate progress within SLAs.

This role requires strong MS 365 skills, security (Cyber Essentials/GDPR), Azure, Intune and RMM knowledge, with a proactive, customer-focused approach and ability to work across a broad tech stack.

Qualifications

• Minimum of 5 years of IT experience in a technical environment.
• 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 with external suppliers/service providers to resolve technical matters.
• Following established procedures and 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.
• Ability to investigate and resolve technical problems with minimal supervision.
• Collaborative and reliable teamwork.

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-facing skills

Cyber Essentials

GDPR security

Microsoft 365

Intune

RMM technologies

Azure

Windows Server (2016/2019/2022)

Windows 10/11

Mac OS

Networking basics

Imaging and deployment

Team collaboration

Tools

Microsoft 365

Intune

RMM technologies

Azure

Windows Server

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.