Technical Support Specialist

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

Benefits offered by this job

40 days paid holiday

Job summary

Emplyfy is seeking an experienced Technical Support Specialist for an international high-tech MSP. The role combines customer interaction, technical troubleshooting, and practical work at client locations.

You will manage incidents, installations, and maintenance while ensuring SLA compliance and clear communication with customers. A minimum of five years of IT experience and strong knowledge of Microsoft 365, security standards, and networking are required.

Qualifications

• Proven knowledge of Cyber Essentials and GDPR security standards and their implementation.
• Strong experience with Microsoft 365 including Email, SharePoint, Teams and OneDrive.
• Experience with Microsoft Intune, RMM solutions and telephone platforms.
• In-depth knowledge of network infrastructure: routers, switches, APs, DHCP, DNS, TCP/IP, VLANs and firewalls.
• Experience working with external service providers and following industry standards.

Responsibilities

• Provide customers with responsive and professional technical assistance.
• Attend customer sites to resolve technical issues, installations and maintenance.
• Manage incidents and service requests through the Service Desk.
• Keep customers informed and operate within SLA requirements.
• Identify issues for escalation and bring high-priority matters to management.
• Review workload and establish priorities to meet business objectives.
• Monitor customer systems to ensure technology meets business standards.
• Install, configure, test, maintain and repair IT hardware and software.
• Record technical activity and document unresolved work.
• Handle urgent incidents remotely and at customer premises.

Skills

Cyber Essentials

GDPR security standards

Microsoft 365

Microsoft Intune

RMM solutions

Networking infrastructure

Firewalls

Azure administration

Windows Server 2016-2022

Windows 10/11

macOS environments

Client builds & imaging

Troubleshooting

Customer-facing skills

Documentation

Job description

Are you an experienced Technical Support Specialist looking for a role where no two days are the same? Our client is an international high-tech organisation and established MSP providing technology support to a range of recognised businesses.

They are looking for a motivated IT Solutions Engineer to help maintain and support customer environments. The role combines customer interaction, technical troubleshooting, infrastructure support and practical work at client locations.

Key Areas of Responsibility

• Provide customers with responsive and professional technical assistance.
• Attend customer sites to resolve technical issues, carry out installations and complete scheduled maintenance.
• Manage incoming incidents and service requests through the company's Service Desk.
• Keep customers informed throughout the support process and work within SLA requirements.
• Identify issues requiring escalation and bring high-priority matters to Management's attention.
• Review workload and establish priorities to ensure business objectives are achieved.
• Monitor customer systems and environments, ensuring technology continues to meet required business standards.
• Install, configure, test, maintain and repair IT hardware and software.
• Record technical activity accurately and maintain documentation for unresolved work.
• Handle urgent incidents both remotely and at customer premises.

What you get:

• £30,000 - £40,000 per year, depending on experience.
• 40 days' paid holiday annually.

You should have a minimum of 5 years' experience in a similar IT position, with proven knowledge of:

• Cyber Essentials and GDPR security standards and their implementation (mandatory).
• Microsoft 365, including Email, SharePoint, Teams and OneDrive (mandatory).
• Microsoft Intune, RMM solutions and telephone platforms.
• Network infrastructure, installation and maintenance, including routers, switches, APs, DHCP, DNS, TCP/IP, VLANs and firewalls.
• Working proactively alongside external service providers.
• Following recognised industry standards, processes and best practices.
• Windows Server 2016, 2019 and 2022, including Group Policy and security policies.
• Azure administration and implementation.
• Windows 10, Windows 11 and Mac environments.
• Client builds, imaging and system deployment.
• Strong customer-facing skills and excellent written and verbal communication.
• The ability to investigate and resolve issues independently.
• A cooperative, professional and team-focused approach.