Maple is a Managed IT Service Provider based near Monument in the City of London, supporting clients predominantly in the Financial Services space.

We are seeking an experienced and proficient Technical Engineer to join the team, taking real ownership of technical delivery, project work and escalation support rather than simply working through a ticket queue.

The role is office-based initially, moving to hybrid working once settled in.

As a small but highly regarded team with great client relationships, you will be working with clients on a regular basis and will be a representative and advocate for the company.

Responsibilities will include:

•            Additional cover and escalations for helpdesk for complex or unresolved issues

•            Client site visits, liaison and support

•            Microsoft 365 support and configuration

•            Microsoft 365 security

•            Microsoft Intune deployment and troubleshooting

•            Email security and routing

•            Domain and DNS management

•            Conditional access setup

•            Windows endpoint troubleshooting

•            Networking/firewalls/Wi-Fi

•            General third-line troubleshooting/escalation

•            Office setups and relocations, as part of a team

•            Network equipment deployment and patching, especially Unifi Networks

•            Backup deployment, management and restore verification

•            Video conferencing system setup and support – Logitech and Yealink

•            Vendor liaison with cloud, software and network providers

•            Root cause analysis and prevention on recurring or complex incidents

•            Project and implementation work including deployments, migrations, and client onboarding

Governance, documentation and security

•            Maintain technical documentation, configuration records, procedures and knowledge base articles

•            Record all work, changes and incidents fully and promptly within our service management system

•            Follow Maple's change management and information security procedures at all times

•            Identify, report and support the remediation of security incidents, vulnerabilities or risks

•            Handle all information in line with confidentiality and data protection requirements

•            Support our ISO 27001-aligned information security management system and compliance activity

Team and client relationships

•            Act as a technical escalation point and informal mentor for junior engineers

•            Communicate clearly and professionally with clients, suppliers and colleagues

•            Contribute to service reviews and ongoing improvement of how we work

Candidate profile

Must-haves:

•            Minimum 4 years commercial IT experience

•            Recently or presently working for another managed service provider

•            Excellent client facing skills and presentation (the job involves some on-site work)

•            Strong verbal and written communication skills, including the ability to explain technical issues

•            Comfortable taking ownership of an issue end-to-end rather than simply passing it on

•            Ability to commute easily into Central London

Technical requirements. Demonstrated high-level capabilities in:

•            Microsoft 365 – build and support

•            Microsoft Entra ID

•            Microsoft Intune

•            Microsoft Exchange Online configuration and support

•            Conditional access and related security features

•            Domain and DNS configuration

•            Office networks, gateways and Wi-Fi

•            Identity and access management, including account provisioning and privileged access controls

What we'll expect from you:

•            Resolve the majority of your workload independently, escalating only where genuinely needed

•            Keep documentation and ticket notes to a consistently high standard

•            Meet SLA commitments and flag risks to those SLAs early

•            Take a proactive approach – spotting and raising issues before they are reported to us

•            Support and mentor more junior members of the team as the department grows

Preferred Qualifications:

•            Relevant Microsoft certifications are highly desirable.

What We Offer:

•            Competitive salary in range £40,000 to £50,000

•            25 days paid holiday

•            Private healthcare

•            Pension scheme

•            Ongoing training and opportunities for career development

• •            Hybrid Working