An established technology company is seeking an experienced IT Service Engineer to join its Managed Service Provider team. The business supports a range of high-profile customers and requires an engineer who can deliver professional technical support both remotely and at customer premises.
This role offers a broad technical remit and would suit someone who enjoys customer interaction, troubleshooting and working across different IT environments.
Responsibilities
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Provide technical support and serve as a primary contact for customers.
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Attend customer premises as needed to resolve incidents and perform planned maintenance.
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Manage support requests through the Service Desk tool from initial logging through to resolution.
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Communicate progress to customers and work within agreed SLA requirements.
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Escalate serious or high-priority incidents when necessary.
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Plan daily activities and ensure important tasks are completed within required timescales.
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Monitor customer environments and maintain the required level of system performance and service.
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Install, configure, maintain and repair IT hardware and software.
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Keep service records, tickets and technical documentation accurate and current.
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Respond to critical incidents both on-site and remotely.
Benefits
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£30,000 - £40,000 per year, dependent on experience.
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40 days' paid holiday each year.
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At least 5 years' experience in a similar IT engineering/support position.
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Practical experience implementing Cyber Essentials and GDPR security standards (mandatory).
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Strong Microsoft 365 experience, including Email, SharePoint, Teams and OneDrive (mandatory).
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Experience with Intune, RMM and telephone platforms.
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Knowledge of network infrastructure and installations, including routers, switches, APs, DHCP, DNS, TCP/IP, VLANs and firewalls.
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Experience coordinating with external service providers.
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Good understanding of IT best practices and structured support processes.
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Windows Server 2016, 2019 and 2022, including Group Policy and security settings.
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Azure administration and implementation experience.
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Good knowledge of Windows 10, Windows 11 and Mac.
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Experience with different client builds and imaging.
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Strong customer service and communication abilities.
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Confident troubleshooting independently and working as part of a team.
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