- Company Name
- Apache Associates
- Job Title
- Information Technology Support Engineer
- Job Description
-
**Job Title**
Information Technology Support Engineer
**Role Summary**
Provide end‑to‑end resolution of 1st‑ to 3rd‑line support tickets for a diversified MSP. Engage with customers via phone, email, remote access and on‑site visits, troubleshooting a broad range of IT systems, including Windows Server, AD, Intune, Hyper‑V, RDS and Azure. Drive documentation, device management, and system improvements while maintaining high customer satisfaction.
**Expactations**
- Deliver timely, effective support across multiple technologies.
- Collaborate with senior staff on projects, migrations and process enhancements.
- Maintain accurate ticket documentation and system records.
- Demonstrate proactive communication with customers and internal teams.
**Key Responsibilities**
- Troubleshoot, install, configure, and support hardware and software across client environments.
- Resolve and close 1st‑, 2nd‑, and 3rd‑line support tickets.
- Conduct on‑site visits and remote troubleshooting using RMM tools and remote desktop.
- Manage devices and licenses via Intune and other device‑management platforms.
- Support Windows Server environments (AD, RDS, Hyper‑V) and Microsoft 365 tenant administration.
- Participate in system migrations, upgrades, and infrastructure projects.
- Document root causes, work‑arounds, and resolution steps in ticketing system.
**Required Skills**
- Minimum 2–3 years’ experience in an MSP or similar support role.
- Strong customer‑service orientation and communication skills.
- Proficient troubleshooting skills for Windows Server, AD, Intune, Hyper‑V, RDS, and Azure cloud services.
- Solid knowledge of networking fundamentals (TCP/IP, DNS, DHCP, VPN).
- Practical experience with Microsoft 365 administration.
- Familiarity with PowerShell scripting and remote support tools (ConnectWise, RMM).
- Valid driving licence and personal vehicle for client site visits.
**Required Education & Certifications**
- Bachelor’s degree in Information Technology, Computer Science, or related field (preferred).
- Relevant certifications: MCSA/MCSE, Microsoft 365 Certified: Enterprise Administrator, Azure Administrator Associate, or equivalent.
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St albans, United kingdom
On site
18-02-2026