Technical Support Specialist

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

Benefits offered by this job

40 days holiday

Job summary

Emplyfy is seeking an experienced IT Solutions Engineer to join our international high-tech MSP, providing hands-on technical support to a range of recognised businesses. The role combines customer interaction, troubleshooting, infrastructure support and on-site work at client locations.

With 5+ years in IT, you will manage incidents, maintain systems, and ensure SLA compliance while communicating clearly with customers and colleagues across locations. Travel to client sites may be required.

Qualifications

• Minimum 5 years' experience in a similar IT position.
• Knowledge of Cyber Essentials and GDPR standards (mandatory).
• Proficient with Microsoft 365 (Email, SharePoint, Teams and OneDrive) (mandatory).
• Experience with Microsoft Intune, RMM and telephony platforms.
• Strong understanding of network infrastructure (routers, switches, DHCP, DNS, TCP/IP, VLANs and firewalls).
• Experience working with external service providers.
• Knowledge of Windows Server 2016/2019/2022 and Group Policy.
• Azure administration.
• Experience with Windows 10/11 and Mac environments.
• Experience with client builds, imaging and deployment.
• Strong customer-facing and communication skills.
• Ability to investigate and resolve issues independently.
• Cooperative, professional, team-focused approach.

Responsibilities

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

Skills

Cyber Essentials

GDPR security

Microsoft 365

Intune

RMM solutions

Network infra

Windows Server

Azure admin

Windows & Mac

Client builds

Customer facing

Problem solving

Team oriented

Tools

N/A

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.