Technical Support Specialist

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

Benefits offered by this job

40 days paid holiday

Job summary

Emplyfy is seeking an IT Solutions Engineer to join an international high-tech MSP providing technology support to recognised businesses. The role combines customer interaction, technical troubleshooting, infrastructure support and practical work at client locations.

You will provide customers with responsive technical assistance, attend customer sites to resolve issues, manage incidents and SLA compliance, and escalate high-priority matters when needed.

Qualifications

• Minimum 5 years' IT position experience with customer focus.
• Knowledge of Cyber Essentials and GDPR security standards.
• Microsoft 365 suite including Email, SharePoint, Teams and OneDrive.
• Microsoft Intune, RMM solutions and telephone platforms.
• Networking infrastructure and security concepts (DHCP, DNS, TCP/IP, VLANs, firewalls).
• Windows Server 2016/2019/2022, Group Policy and security policies.
• Azure administration/implementation; Windows 10/11 and Mac environments.
• Client builds, imaging and system deployment; strong communication.

Responsibilities

• Provide customers with responsive and professional technical assistance.
• Attend customer sites to resolve issues, install, and perform maintenance.
• Manage incidents and service requests through the Service Desk.
• Keep customers informed and adhere to SLA requirements.
• Escalate high-priority issues to management when needed.
• Review workload and prioritise to meet business objectives.
• Monitor systems to ensure standards are met and maintain documentation.
• Investigate and resolve issues independently with a cooperative approach.

Skills

Customer-facing

Troubleshooting

Proactive teamwork

Documentation

Communication

Tools

Microsoft 365

Intune

RMM tools

Azure

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.