Role Overview We are seeking a skilled and client-focused IT Support Engineer to deliver high-quality technical support across a diverse IT landscape. This role involves providing responsive and professional assistance to a range of users, ensuring the smooth operation of systems, resolving technical issues, and helping businesses leverage technology effectively. You will work across a mixture of remote and on-site engagements, supporting infrastructure, cloud platforms, and user environments. This role is well-suited to a proactive professional who thrives in a dynamic, service-oriented setting. Key Responsibilities Deliver remote and on-site technical support for a broad range of IT systems and services. Troubleshoot and resolve issues related to hardware, software, networking, and cloud platforms. Deploy, configure, and manage Windows servers, workstations, and network infrastructure. Set up and maintain VPN connections (client-based and site-to-site IPSec). Administer Microsoft 365 services including Exchange Online, SharePoint, OneDrive, and Teams. Perform regular monitoring, patching, and system maintenance tasks. Support infrastructure and cloud project delivery, from planning through to execution. Maintain clear documentation on system configurations, client environments, and incident resolution. Provide technical guidance to junior team members when required. Communicate directly with clients to ensure expectations are met and support experiences are positive. Technical Expertise Microsoft Infrastructure: Active Directory, Group Policy, DNS, DHCP, IIS, Remote Desktop Services (RDS). Networking: VLAN configuration, routing fundamentals, switches, and firewall rules/policies. VPNs: Configuration and troubleshooting of remote access and site-to-site VPNs (IPSec). Operating Systems: Windows Server (20162022) and Windows 10/11. Cloud Platforms: Microsoft 365 administration and troubleshooting. Backup & DR: Knowledge of backup and disaster recovery in both physical and virtual environments. Security Tools: Experience with endpoint protection tools such as SentinelOne, CrowdStrike, ESET, and Fortinet security products. MSP Tools (Desirable): Familiarity with RMM/PSA platforms like NinjaOne, ConnectWise, Halo PSA, or Autotask. Qualifications & Experience Minimum 3 years of experience in a technical support role, preferably within a managed service provider (MSP) environment. Strong diagnostic and troubleshooting skills with a proven ability to resolve complex technical issues. Excellent communication skills, with a strong customer-focused approach. Eagerness to learn and continuously develop both technical and interpersonal skills. Full UK driving licence and flexibility to travel to client sites when needed. Industry certifications (e.g. Microsoft, Fortinet, Dell) are advantageous. A relevant degree or equivalent experience in IT or a related discipline is preferred. For more information, please contact Alice Armstrong at Hayward Hawk. Skills: Microsoft Windows Exchange VPN Networking