Senior IT Engineer

About us We're an established managed IT services provider supporting small and medium businesses with the kind of IT that just works — reliable, secure, and genuinely helpful when things go wrong. We look after everything from desktops and servers to networks, cloud platforms, and telephony, and we're increasingly building AI-powered solutions to help our clients work smarter. We're a close-knit team, and we're looking for someone who takes real pride in solving problems properly, not just closing tickets. About the role We're after a seasoned Level 1–3 engineer who's comfortable being the person others turn to when something's tricky. You'll handle escalated support across desktop, server, and network environments, keep our clients' Microsoft and Google cloud platforms running smoothly and securely, and bring fresh ideas on where AI can genuinely help our SMB clients — not just as a buzzword, but as something practical you can build, demonstrate, and roll out with a proper process behind it. This is a remote role, so we're looking for someone self-directed, a strong communicator, and comfortable working as part of a distributed team. Key responsibilities ● Provide Level 1–3 support and act as the escalation point for complex desktop, server, and network issues ● Support clients across a range of VoIP/PBX telephony systems — troubleshooting, configuration, and ongoing maintenance ● Administer and support Microsoft 365 environments, including Business Premium, E5, and E7 licensing tiers and their associated security features ● Implement and support Google Workspace environments for clients ● Write and maintain PowerShell scripts to automate routine tasks and reduce manual effort ● Use remote monitoring and management (RMM) tooling to proactively monitor, maintain, and troubleshoot client environments ● Apply layered security thinking across desktop, server, network, and application levels — from endpoint protection through to identity and access management ● Identify, build, and implement practical AI-driven solutions for SMB clients, with clear, demonstrable outcomes and a repeatable process for rollout ● Document work clearly and consistently, following internal standards and processes ● Contribute to a culture of continuous improvement — flagging recurring issues and suggesting better ways of doing things What you'll bring ● 5+ years' hands-on experience in IT support/engineering, ideally within an MSP or multi-client environment ● Solid Level 1–3 troubleshooting experience across desktop, server, and network infrastructure ● Practical experience supporting VoIP/PBX systems (e.g. 3CX, RingCentral, or similar) ● Strong working knowledge of Microsoft 365, including security and compliance features across Business Premium, E5, and E7 ● Experience implementing and supporting Google Workspace ● Confident writing PowerShell scripts for automation ● Experience with RMM platforms (e.g. Syncro, ConnectWise, NinjaOne, or similar) ● Good understanding of layered security — endpoint protection, network security (firewalls, VPNs), identity/access management, and application-level controls ● Genuine, hands-on experience applying AI tools to solve real business problems, with examples you can walk us through ● Excellent written and verbal communication — you'll often be the technical voice a client hears ● Comfortable working independently and managing your own time in a remote setting Nice to have ● Relevant certifications (e.g. Microsoft 365 Certified, CompTIA Network+/Security+, ITIL Foundation) ● Experience with backup and disaster recovery solutions (e.g. Veeam, Datto) ● Familiarity with network hardware such as UniFi, Fortinet, or Sophos ● Experience with endpoint security platforms (e.g. SentinelOne, Microsoft Defender) ● Prior experience working within a PSA/ticketing system (e.g. ConnectWise, Syncro) and following structured SLAs ● Exposure to scripting beyond PowerShell (e.g. Python, Bash) What we offer ● Fully remote role with a supportive, close-knit team ● The chance to genuinely shape how AI gets used across our client base ● [Add benefits, e.g. flexible hours, professional development budget, equipment provided] How to apply Please submit your CV and video profile along with a short note on a time you used AI to solve a real problem for a business — what you built and what the outcome was.