Technical Support Specialist

Emplyfy; St Albans; 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 providing technology support to recognised businesses. The role combines customer interaction, technical troubleshooting, and hands-on infrastructure work at client locations.

You will manage incidents, installations, and service requests, ensuring SLAs are met while working with external providers and across Microsoft 365, Azure, and networking environments. 40 days of paid holiday are included.

Qualifications

• Minimum 5 years' experience in a similar IT position with MSP exposure.
• Proficient with Cyber Essentials and GDPR implementation.
• Strong Microsoft 365 skills including Email, SharePoint, Teams and OneDrive.
• Experience with Azure administration and Windows Server environments.
• Solid networking knowledge: DHCP, DNS, TCP/IP, VLANs, firewalls.
• Demonstrated customer-facing communication and teamwork.

Responsibilities

• Provide customers with responsive and professional technical assistance.
• Attend customer sites to resolve technical issues and carry out installations.
• Manage incidents and service requests through the Service Desk.
• Keep customers informed and meet SLA requirements.
• Escalate high-priority matters to Management when needed.
• Review workload and prioritise tasks to meet business objectives.
• Monitor customer systems ensuring technology meets business standards.
• Install, configure, test, maintain and repair IT hardware and software.
• Record activity and maintain documentation for unresolved work.
• Handle urgent incidents both remotely and on client premises.

Skills

Cyber Essentials

GDPR security

Microsoft 365

Microsoft Intune

RMM solutions

Networking

Azure

Windows Server

Cross-platform

Imaging

Customer communication

Teamwork

Vendor coordination

Tools

RMM solutions

Intune

Azure

Windows Server

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.