IT Support & Projects Engineer

This role is for an experienced IT Support & Projects Engineer, a hands-on role dealing with customer facing issues from simple to complex, which you will be able to handle confidently and independently. Responding to tickets via phone, email and customer portal, we pride ourselves on a high first touch resolution rate.

Alongside day-to-day support, there is a significant element of project delivery, from onboarding new customers and managing Microsoft 365 migrations through to server migrations, infrastructure upgrades, firewall configuration and implementing modern workplace solutions. The role is varied and involved in most technical aspects of the business.

You will be proficient at managing your own time, prioritising workloads and working to KPIs and SLAs with accurate time recording. You will have an extensive knowledge of business IT environments, from physical servers and networking through to hosted infrastructure, Microsoft 365 and Azure, and be confident troubleshooting across the board.

In a senior position, you will be expected to take ownership of technical issues and projects from initial scoping through to implementation and completion. You will be comfortable making technical decisions, identifying potential issues and resolving them without the need for constant guidance. You will also be a team player, able to demonstrate leadership, share your knowledge and assist others with escalated issues.

We predominantly work with the following technologies:

• Windows Server 2019 and above
• Active Directory / DNS / DHCP / Hyper-V
• Microsoft 365 / Exchange Online / SharePoint / OneDrive
• Microsoft Entra ID / Intune / Conditional Access
• Microsoft Azure
• Microsoft Defender / Endpoint Security
• Firewalls, VPNs, VLANs and network infrastructure
• Image Based Backup and Disaster Recovery
• Dell Server and Network Infrastructure
• Datto / Autotask PSA and RMM

We need an individual who understands the demands of managing 300+ customer environments, is used to the fast pace of a busy help desk and will be comfortable managing both day-to-day support and technical projects.

Exposure to multiple technologies, experience troubleshooting complex issues and a detailed understanding of how it all works under the hood are essential. We are looking for someone who can investigate and resolve issues independently rather than relying on others to provide the solution.

Proven experience of independently managing and delivering technical projects is essential. This includes projects such as migrating client infrastructure from server to server or server to cloud, Microsoft 365 tenant migrations, deploying new infrastructure and configuring customer environments.

You should be comfortable taking a project from initial requirements and planning through to implementation, testing and handover. We are looking for someone who has personally taken responsibility for delivering these projects, rather than simply supporting or assisting another engineer with the technical work.

Experience with Microsoft 365 administration, Entra ID, Intune, security policies and modern workplace deployments would be particularly beneficial, alongside strong knowledge of traditional on-premise server environments and networking.

You will need to be adaptable, organised and able to switch between support and project work as required, whilst maintaining a high standard of technical delivery and customer service.

We are totally customer centric. We may provide IT support, but it is a customer service role and remembering this is what makes us successful. Therefore excellent customer facing skills, being able to put the end user at ease, clear communication and a calm approach are essential.

In addition to the above, it is imperative that you have a full UK driving licence and your own vehicle., * IT Support: 3 years (required)

Licence/Certification:

• Driving Licence (required)

Job Types: Full-time, Permanent

Pay: £38,000.00-£40,000.00 per year

Benefits:

• Additional leave
• Company events
• Company pension
• Cycle to work scheme
• Discounted or free food
• Employee mentoring programme
• Free parking
• On-site parking
• Sick pay

WebbyTech are a managed service provider providing IT support and services to clients across Essex, Herts and London. This role is part of our Support & Projects Team based in our White Colne offices, so applicants should be able to comfortably commute to and from this location.