Technical Support Specialist

Emplyfy; Hoddesdon; 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 IT Solutions Engineer to join an international high-tech MSP. The role blends customer interaction, technical troubleshooting, and infrastructure support, with hands-on work at client locations.

You will manage incidents, perform installations, monitor environments, and ensure SLA compliance while documenting activities and escalating issues as needed.

Qualifications

• Minimum 5 years of IT support or similar experience.
• Proven knowledge of Microsoft 365 and Azure administration.
• Experience with Intune, RMM tools and telephony platforms.
• Strong networking fundamentals (DNS, DHCP, VPN, firewalls).
• Excellent written and verbal communication; customer-focused.
• Ability to work independently and escalate when needed.

Responsibilities

• Provide customers with responsive technical assistance.
• Attend customer sites to resolve issues, install and maintain systems.
• Manage incidents and service requests via the Service Desk.
• Keep customers informed and meet SLA requirements.
• Escalate high-priority matters to Management.
• Review workload and set priorities to meet objectives.
• Monitor customer systems to ensure standards.
• Install, configure, test, maintain and repair IT hardware and software.
• Record technical activity and document unresolved work.
• Handle urgent incidents both remotely and on-site.

Skills

Technical support

Customer interaction

Troubleshooting

Incident management

Documentation

Communication skills

Tools

Microsoft 365

Microsoft Intune

Azure

RMM solutions

SharePoint

Teams

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.