IT Service Engineer

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

• Provide technical support and serve as a primary contact for customers.
• Attend customer premises as needed to resolve incidents and perform planned maintenance.
• Manage support requests through the Service Desk tool from initial logging through to resolution.
• Communicate progress to customers and work within agreed SLA requirements.
• Escalate serious or high-priority incidents when necessary.
• Plan daily activities and ensure important tasks are completed within required timescales.
• Monitor customer environments and maintain the required level of system performance and service.
• Install, configure, maintain and repair IT hardware and software.
• Keep service records, tickets and technical documentation accurate and current.
• Respond to critical incidents both on-site and remotely.

Benefits

• £30,000 - £40,000 per year, dependent on experience.
• 40 days' paid holiday each year.
• At least 5 years' experience in a similar IT engineering/support position.
• Practical experience implementing Cyber Essentials and GDPR security standards (mandatory).
• Strong Microsoft 365 experience, including Email, SharePoint, Teams and OneDrive (mandatory).
• Experience with Intune, RMM and telephone platforms.
• Knowledge of network infrastructure and installations, including routers, switches, APs, DHCP, DNS, TCP/IP, VLANs and firewalls.
• Experience coordinating with external service providers.
• Good understanding of IT best practices and structured support processes.
• Windows Server 2016, 2019 and 2022, including Group Policy and security settings.
• Azure administration and implementation experience.
• Good knowledge of Windows 10, Windows 11 and Mac.
• Experience with different client builds and imaging.
• Strong customer service and communication abilities.
• Confident troubleshooting independently and working as part of a team.