Technical Support Specialist

Emplyfy; Milton Keynes; 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 our international MSP. You will support customer environments, perform installations, and provide hands-on infrastructure support at client locations.

Role blends customer interaction with technical troubleshooting, incident management and proactive maintenance to ensure services meet business needs and SLAs.

Qualifications

• 5+ years' experience in a similar IT position.
• Mandatory: Cyber Essentials and GDPR security standards.
• Mandatory: Microsoft 365 including Email, SharePoint, Teams and OneDrive.
• Experience with Microsoft Intune, RMM solutions and telephone platforms.
• Knowledge of network infrastructure (routers, switches, DHCP, DNS, TCP/IP, VLANs, firewalls).
• Experience working with external service providers.
• Understanding of Windows Server 2016/2019/2022 and Group Policy.
• Azure administration and implementation.
• Experience with Windows 10/11 and Mac environments.
• Experience in client builds and system deployment.
• Strong customer-facing and written/verbal communication skills.
• Able to investigate, resolve issues independently and work professionally in a team.

Responsibilities

• Provide customers with responsive, professional 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 operate within SLA requirements.
• Escalate high-priority issues to Management when needed.
• Review workloads and set priorities to meet business objectives.
• Monitor customer environments to ensure alignment with standards.
• Install, configure, test, maintain and repair IT hardware and software.
• Record activity accurately and document unresolved work.
• Handle urgent incidents both remotely and on-site at customer premises.

Skills

Customer facing

Written communication

Verbal communication

Team player

Independent problem solving

Tools

Microsoft 365

SharePoint

Teams

OneDrive

Intune

RMM

Azure

Windows Server

Windows 10/11

MacOS

Networking hardware

Firewalls

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.