About the position
ENVIRONMENT:
Join a high-performing team committed to delivering exceptional technology services to clients who rely on IT to support their daily operations. They are currently seeking a Systems Engineer to provide expert technical support, trusted advisory services, and proactive infrastructure management to managed services clients. This role requires a strong combination of technical expertise, customer-centric service delivery, and problem-solving ability. The successful candidate will take ownership of incidents, service requests, and infrastructure enhancement initiatives from initial assessment through to successful resolution, ensuring solutions are delivered efficiently, professionally, and in line with business and commercial objectives.
The successful candidate will:
- Build trusted relationships with clients through professionalism, responsiveness and technical excellence.
- Take ownership of issues and see them through to successful resolution.
- Demonstrate initiative by identifying opportunities to improve client environments before issues arise.
- Be equally comfortable assisting with routine support requests and complex technical challenges.
- Work collaboratively with colleagues, sharing knowledge and supporting the wider team.
- Deliver consistently high standards of documentation and communication.
- Always place the client's business needs ahead of technical preference.
DUTIES:
Client Support
- Provide professional technical support to managed service clients via remote support and on-site visits.
- Take ownership of service requests and incidents from initial logging through to successful resolution.
- Assess, prioritise and investigate incidents in accordance with agreed Service Level Agreements.
- Escalate issues appropriately while maintaining ownership and keeping clients informed throughout.
- Deliver a consistently positive customer experience through clear communication and professionalism.
Infrastructure Management
- Install, configure, maintain and support client hardware, operating systems, cloud services and applications.
- Monitor and maintain client infrastructure to maximise availability, security and performance.
- Implement routine maintenance including OS and firmware updates, patch management and health checks.
- Maintain backup, disaster recovery and business continuity solutions.
- Implement and maintain cybersecurity best practices across managed environments.
Documentation & Knowledge
- Maintain accurate technical documentation for every client environment.
- Record sufficient technical detail within service tickets to enable efficient collaboration and escalation.
- Develop and maintain knowledge base articles and standard operating procedures.
- Share knowledge proactively with colleagues to strengthen the team's overall capability.
Continuous Improvement
- Identify improvement opportunities in client environments.
- Standardisation, automation and proactive maintenance.
- Keep current with Microsoft technologies, cybersecurity developments and industry best practice.
- Complete allocated technical training and certifications.
Behavioural Expectations:
They value engineers who:
- Put clients first.
- Take ownership.
- Communicate honestly and professionally.
- Are willing to assist wherever needed.
- Leave environments better than they found them.
- Share knowledge freely.
- Value teamwork over ego.
- Continue learning.
- Deliver excellence consistently rather than occasionally.
- Understand that no task is beneath them if it helps a client or colleague succeed.
REQUIREMENTS:
Skills, Competencies, Qualifications & Experience
- Excellent communication and interpersonal skills.
- Strong analytical, troubleshooting and problem-solving skills.
- Organised, proactive and accountable, with excellent time management and a customer service focus.
- A collaborative team player who can work independently and show initiative and leadership potential.
- Proven experience as a Systems Engineer within a Managed Services Provider (MSP) environment.
- Relevant IT qualification and industry certifications, including Microsoft 365 certifications.
- Technical expertise across Microsoft (365, Azure, Windows Server and Desktop).
- Understanding and experience in networking, virtualisation and cybersecurity technologies.
- Experience with modern MSP toolsets, including RMM and PSA platforms.
- A commitment to continuous professional development.
- Must have own vehicle and valid Divers’ License
Desired Skills:
- Systems
- Engineer
- Microsoft
