Technical Support Engineer

Emplyfy; West Stow; 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 for our client in the UK. This hands-on role involves troubleshooting across a broad IT environment and travelling to customer sites to investigate faults, install fixes, and perform maintenance while managing support tickets.

You will ensure updates are communicated per SLAs and escalate incidents when necessary, working with Cyber Essentials, GDPR, Microsoft 365, Intune, Azure, Windows Server, and Mac/Windows endpoints.

Qualifications

• Minimum 5 years' relevant IT experience.
• Experience with Cyber Essentials and GDPR security standards (hands-on).
• Microsoft 365 proficiency (Email, SharePoint, Teams, OneDrive).
• Experience with Intune, RMM technologies, and phone systems.
• Networking knowledge: switches, routers, APs, DHCP, DNS, TCP/IP, VLANs, firewalls.
• Windows Server 2016/2019/2022, Group Policy, security settings.
• Azure administration and implementation.
• Windows 10/11 and Mac systems.
• Client-specific builds, imaging and deployment.
• Strong communication and customer-focused approach.

Responsibilities

• Take ownership of customer technical queries and provide support.
• Travel to customer sites to investigate faults and implement fixes.
• Manage incoming support tickets via the Service Desk platform.
• Inform customers about progress and resolution times per SLAs.
• Escalate serious incidents when required.
• Plan and manage daily priorities for efficient work.
• Monitor customer systems to ensure business requirements are met.
• Install, configure, test, maintain and repair IT equipment and software.
• Maintain records of activities and tasks.
• Handle urgent incidents both remotely and on-site.

Skills

Customer-focused

Troubleshooting

Communication skills

Teamwork

Time management

Tools

Microsoft 365

Intune

RMM tools

Azure

Windows Server

Windows 10/11

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.

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.

Technical Support Engineer Denham, BKM, GB