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IT Support & Infrastructure Engineer
Contract type
Ongoing
Work mode
Remote · United Kingdom
Experience
Senior · 5+ years
Job description
An IT engineer role at a Managed Service Provider, providing technical support and infrastructure services to customers both remotely and on customer premises. The engineer acts as a trusted point of contact, resolving incidents and maintaining customer IT environments.
At a glance
- Employment
- Full-time
- Work mode
- Remote · United Kingdom
- Pay
- GBP 30,000 – 40,000 / year
What you'll do
- 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.
What we're looking for
- Minimum of 5 years' experience in a similar IT engineering role.
- Practical knowledge of Cyber Essentials and GDPR security standards, including configuration and implementation (mandatory).
- Practical knowledge of Microsoft 365 services, including Email, SharePoint, Teams and OneDrive (mandatory).
- Practical knowledge of Microsoft Intune, RMM solutions and telephone platforms.
- Network infrastructure installation and support, including routers, switches, wireless APs, DHCP, DNS, TCP/IP, firewalls and VLANs.
- Working with external suppliers and service providers to resolve technical requirements.
- Applying appropriate IT procedures, controls and industry best practices.
- Windows Server 2016, 2019 and 2022, including Group Policy and security policies.
- Azure administration and implementation.
- Windows 10, Windows 11 and Mac operating systems.
- Building, imaging and configuring different customer environments.
- Strong written and verbal communication skills and a professional customer-facing manner.
- The ability to analyse issues, troubleshoot effectively and work independently.
- A collaborative approach and the ability to contribute as part of a wider team.
Benefits
- £30,000 - £40,000 per annum, depending on experience.
- 40 days' paid holiday annually.
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About Emplyfy
An established Managed Service Provider delivering IT support and infrastructure services to a range of well-known businesses.
Key facts
- Managed Service Provider
- Delivers IT support and infrastructure services to a range of well-known businesses.