Technical Support Specialist

Emplyfy; Winnersh; 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 an international high-tech MSP delivering technology support to recognised businesses. The role combines customer interaction, technical troubleshooting and on-site work at client locations.

You will install, configure, test and repair IT hardware and software, manage incidents, and ensure SLA compliance. A minimum of five years in IT and strong Microsoft 365, Intune, Azure, and network knowledge are required.

Qualifications

• Minimum 5 years IT support or similar experience.
• Knowledge of Cyber Essentials and GDPR security standards and their implementation (mandatory).
• Proficiency with Microsoft 365 including Email, SharePoint, Teams and OneDrive (mandatory).
• Experience with Microsoft Intune, RMM solutions and telephone platforms.
• Strong network infrastructure knowledge (routers, switches, DHCP, DNS, TCP/IP, VLANs, firewalls).
• Experience working with external service providers.
• Knowledge of Windows Server 2016/2019/2022 and Group Policy.
• Azure administration and implementation.
• Experience with Windows 10/11 and Mac environments.
• Client builds, imaging and system deployment.
• Strong customer-facing communication skills.

Responsibilities

• Provide customers with responsive and professional technical assistance.
• Attend customer sites to resolve issues, perform installations and scheduled maintenance.
• 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 set priorities to achieve business objectives.
• Monitor customer systems to ensure standards are met.
• Install, configure, test, maintain and repair IT hardware and software.
• Document technical activity and unresolved work.
• Handle urgent incidents remotely and on site.

Skills

Customer-facing skills

Written and verbal communication

Independent problem solving

Team-focused

Proactive coordination with service/IT

Tools

Microsoft 365

Microsoft Intune

RMM solutions

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.