Introduction This job description has been written primarily for a full-time position taking responsibility for the installation and day to day support of all equipment and services supported by the client MSP with a specialty in IT solutions. The client company is privately owned, active founder and executive team with long-standing client relationships in their niche. Title : IT Support Engineer Reporting to The Operations Director Location: Field based and at Milton Keynes office Travels required: Yes, occasionally, with overnight stays as required, in the UK and Europe Tasks / goals Install and support hardware/software Microsoft-based environments (good knowledge of Microsoft 365 suite, Admin Center, Active Directory, Entra ID). Install and support the networking side of back-office/administrative networks, mainly with but not restricted to Cisco-Meraki, HP/Aruba and other hardware. Install or assist in the installation of all aspects of equipment and services provided by the client which will include IT, Telecommunications and Network Systems. To carry out support work on all systems and hardware supported by the client as part of a customer’s support contract and respecting the agreed SLA’s. To assist with recording, investigating and resolving faults when assigned to the Support Desk. To assist customers in resolving faults with connected or associated equipment and/or services, and to monitor these faults to a satisfactory conclusion. To attend site to investigate/resolve faults related to any of the equipment that the client supports. Engineers may be requested to perform additional tasks from time to time, these tasks should be completed within the time scale advised whenever possible. Document or assist in the documentation of all new installations and ensure that documentation is updated as and when modifications are implemented. Update the client network monitoring software to include any hardware installed or replaced, to ensure the continued efficient monitoring all relevant equipment. Ensure that faults are properly documented and include complete contact details for both the customer and all third-party contacts as appropriate. Ensure their faults are properly dealt with and closed in a timely fashion. Ensure that any chargeable visits are signed off by the customer. Follow client procedures for proper escalation of unresolved issues to the appropriate internal teams Assist all client teams in technical and operational tasks and ensuring efficient operation Perform duties in a way that upholds the client Core Values and Code of Conduct at all times Carry out other projects and tasks, as requested as and when by the senior colleagues or management team. Requirements Documentation Excellent English language skills and understanding of note writng, communicating in simple English not just "Tech speak," concise fault reporting and action taking. All that you do with the client should be noted so your colleague who "picks up from where you left off" understands the latest situation or last action. Experience: IT support and help-desk experience in B2B environments where service level agreements, customer service and interactions with others are your daily bread so to speak. Problem solving and root cause analysis skills to ensure faults are properly dealt with and closed in a timely fashion and more importantly to ensure that any chargeable visits are well communicated and agreed or assigned to more senior staff to discuss with the client. Strong multi-tasking skills, prioritising what is important and reacting well to a change of work assignment in cases of emergencies or to help a new site and client onboard successfully. Evidence of working in IT support at a help-desk and on site with clients At least 3yrs of IT work experience (minimum post apprenticeship or degree education) - we are seeking the right person to fit the team dynamic. Qualifications such as CompTiA, CompTiA, Cisco Certified Technician (CCT) and others will be considered as well. Learning on the job evidence - work and free time for certifications or online learning to help and support you to become a better engineer. Ownership of work, projects and on-site activities - being responsible, projecting a good image for yourself and the company. Confidence to interact with others, engaging in discussions and sometimes being able to offer tips, tricks or training to client users. As mentioned previously, we seek the right person, one willing to contribute, to be accurate in their work and at times enjoy or tell a joke, as not all we do has to be serious and not put a smile on the face of others. Benefits The client company offers a professional training matrix to help you develop, from a typical Cisco or Azure certification to supporting you on other relevant technologies and daily activities. Competitive salary subject to experience, company car option no van (unless you really want one), some other small benefits and fully-expensed business travel flights when required etc.