Customer-Facing IT Support & Infrastructure Engineer

MAGMAS; Woodstock (IL); On-site; USD 30,000 - 40,000; Full time

Benefits offered by this job

40 days paid holiday

Job summary

Ideal candidates have at least 5 years in IT engineering, strong MS 365, Intune, RMM, and security knowledge (Cyber Essentials, GDPR). You will work with external vendors, manage incidents, and ensure SLA adherence while collaborating with a broader team.

Qualifications

• Minimum 5 years’ IT engineering experience.
• Cyber Essentials and GDPR security standards implemented.
• Microsoft 365 services including Email, SharePoint, Teams and OneDrive experience (mandatory).
• Microsoft Intune and RMM tools experience (mandatory).
• Network infrastructure knowledge: routers, switches, DHCP, DNS, TCP/IP, firewalls.
• Experience working with external vendors/service providers.
• Apply IT procedures, controls and industry best practices.

Responsibilities

• Provide technical assistance to customers and act as a trusted point of contact for support matters.
• Visit customer sites to investigate and resolve technical issues, perform installations and undertake planned maintenance.
• Manage incidents, requests and ongoing technical tasks through the Service Desk system.
• Provide customers with regular updates and ensure tickets are progressed within agreed SLAs.
• Escalate critical, complex or high‑priority issues to Management when appropriate.
• Organise daily workloads and ensure urgent and important tasks are dealt with accordingly.
• Monitor customer environments and infrastructure to ensure systems remain reliable and meet business requirements.
• Install, configure, test, maintain and repair IT hardware, software and related systems.
• Maintain accurate ticket information and document technical work and outstanding actions.
• Respond to major incidents and priority issues both remotely and at customer locations.

Skills

Cyber Essentials

GDPR security

Microsoft 365

Intune

RMM tools

Network fundamentals

Windows Server

Azure

Mac/Windows OS

Customer facing

Troubleshooting

Team collaboration

Tools

Intune/RMM tools

Azure Portal

Job description

Ideal candidates have at least 5 years in IT engineering, strong MS 365, Intune, RMM, and security knowledge (Cyber Essentials, GDPR). You will work with external vendors, manage incidents, and ensure SLA adherence while collaborating with a broader team.