Apache Associates
Information Technology Support Engineer
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We’re working with an established technology business that is looking for an experienced Onsite Support Engineer to join their technical services team.
This is a genuinely client-facing role for someone who enjoys being hands-on, solving problems and building strong relationships with the people they support. You’ll act as a trusted technical presence across a range of client environments, dealing with issues that require an onsite response while also supporting projects and driving improvements.
The Role
As an Onsite Support Engineer, you’ll provide hands-on technical support across client environments, working alongside wider technical and support teams. You’ll be expected to take ownership of issues, understand the underlying problems rather than simply applying quick fixes, and identify opportunities to improve the overall IT experience. The role will involve regular travel to client sites across the UK, so you’ll need to be comfortable working in different environments and dealing directly with both end users and senior client stakeholders.
Key Responsibilities
- Provide hands-on technical support at client sites, resolving issues that cannot be effectively handled remotely.
- Build strong relationships with client contacts and end users, becoming a trusted technical point of contact.
- Investigate recurring technical issues and proactively identify opportunities for improvement.
- Take ownership of incidents through to resolution, escalating where additional technical expertise is required.
- Attend urgent or short-notice client visits when necessary.
- Support technical projects including installations, migrations, deployments and infrastructure changes.
- Take ownership of smaller technical projects and changes from start to finish.
- Maintain accurate and useful technical documentation covering client environments, configurations and processes.
- Work closely with wider technical teams to improve service delivery and resolve complex issues.
- Make effective use of AI tools and automation to improve efficiency and reduce repetitive manual work.
- Participate in an out-of-hours on-call rota.
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Required Skills & Experience
We’re looking for someone with solid practical experience across a broad IT infrastructure and support environment, including:
- Microsoft 365
- Entra ID and Azure
- Windows Server and Active Directory
- Networking, firewalls, switching and Wi-Fi
- Endpoint, hardware and infrastructure troubleshooting
- Backup technologies
- Cyber Essentials / Cyber Essentials Plus
Experience working within an MSP or managed services environment would be highly advantageous, particularly if you have experience supporting multiple client environments.
Technically, you’ll need to be a strong all-rounder who enjoys troubleshooting and getting stuck into problems.
Just as importantly, you’ll need excellent client-facing skills. This is not a purely technical role – you’ll be dealing with users and senior stakeholders regularly, so being approachable, professional and able to communicate technical issues clearly is essential.
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We’re particularly interested in people who:
- Take ownership and see issues through to completion.
- Have strong analytical and troubleshooting skills.
- Are proactive rather than waiting for problems to land on their desk.
- Can work independently and manage competing priorities.
- Know when to escalate and are comfortable asking for support when required.
- Have strong communication and documentation skills.
- Are comfortable working directly with clients and senior stakeholders.
- Have a genuine interest in using AI and automation to work more efficiently.
- Are flexible regarding travel and working across different client environments.
A full UK driving licence is essential.
This is a great opportunity for an experienced Support Engineer who wants a role that combines hands-on technical work, client engagement and project delivery, rather than being purely desk-based.
You’ll have the opportunity to work across a varied range of technologies and environments, build strong client relationships and play an important role in improving the quality and reliability of the IT services being delivered.
If you’re an experienced IT Support / Infrastructure Engineer who enjoys working with clients and wants a role with plenty of variety, we’d be keen to hear from you.
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