IT Onsite Technical Support Engineer

IT Onsite Technical Support Engineer

Client Site-Based - Brighton | Permanent | Microsoft Technology Focus

Be the technical hero clients rely on

Some IT roles keep you at a desk. This one puts you at the frontline of client success—solving complex challenges, preventing problems before they happen, and being the trusted technical expert that businesses depend on.

At Focus Group, we're a fast-growing PE-backed Microsoft partner with 1,300 employees delivering seamless IT operations for ambitious organisations. This role gives you ownership of technical excellence at a key client site, where your expertise directly shapes their experience and success.

What makes this role different

You won't be stuck in reactive fire-fighting mode. This is a proactive, strategic technical position where you'll combine hands-on problem-solving with service improvement initiatives. You're the technical authority for us on-site—managing everything from complex incidents to health checks, mentoring colleagues, and driving automation.

Your day-to-day:

• Own and resolve first and second line support tickets with autonomy and accountability
• Tackle escalated incidents that need advanced troubleshooting and root cause analysis
• Navigate complex technical challenges across Microsoft 365, Azure AD, Intune, Windows environments, and network infrastructure
• Monitor and respond to security alerts from EDR/XDR, email security, and vulnerability management platforms
• Conduct proactive health checks covering backups, security monitoring, patch compliance, and system performance
• Coordinate with vendors on complex issues while keeping stakeholders informed
• Support strategic client projects including migrations, deployments, and infrastructure improvements
• Build a knowledge repository that makes the entire team stronger
• Spot opportunities for service improvement and automation before issues arise
• Mentor other engineers and share your technical expertise generously

What you'll bring to the table

Core technical expertise:

• Advanced troubleshooting skills for Windows 10/11 and Windows Server environments (2016/2019/2022)
• Deep knowledge of Microsoft 365 admin—Exchange Online, SharePoint, Teams, OneDrive
• Strong experience with Azure Active Directory/Entra ID, including conditional access, MFA, and hybrid identity
• Hands-on proficiency with Microsoft Intune/Endpoint Manager for device and application management
• Working capability with PowerShell scripting for automation and troubleshooting
• Experience with modern backup solutions like Veeam or Azure Backup
• Solid understanding of networking fundamentals—DNS, DHCP, VLANs, VPN, firewall configurations

Security and compliance foundation:

• Experience with enterprise security tools including antivirus/EDR, email security, and content filtering
• Knowledge of GPOs and Intune policy management
• Understanding of cybersecurity principles and best practices
• Familiarity with EDR/XDR platforms
• Experience with vulnerability and patch management processes
• Awareness of frameworks like Cyber Essentials or ISO 27001

Professional capabilities:

• Exceptional analytical and problem-solving abilities with a methodical troubleshooting approach
• Strong customer service orientation—you can translate technical complexity into clarity
• Effective time management and prioritisation in fast-paced environments
• Clear communication skills for both documentation and client interactions
• Ability to work autonomously while contributing to team objectives
• Experience with PSA/ticketing systems (ServiceNow or similar)
• Full UK driving licence for travel between client sites
• Calm professionalism under pressure during critical incidents

The mindset we're looking for:

• Customer-focused with genuine ownership mentality
• Proactive rather than reactive—you prevent problems, not just fix them
• Continuous learner who stays current with evolving technologies
• Collaborative team player who lifts others up
• Adaptable to changing priorities and emerging tech
• Committed to consistently delivering high-quality service

Bonus points for

• Microsoft certifications (MD-102, MS-900, AZ-900, SC-900)
• Experience with RMM platforms like Datto RMM
• Knowledge of automation platforms such as Rewst
• Experience with enterprise networking equipment (HP Aruba, Cisco, Meraki, Fortinet, SonicWall)
• Familiarity with SD-WAN and cloud networking concepts
• Virtualisation platform experience (VMware ESXi, Hyper-V, Azure VMs)
• Understanding of VoIP/Teams telephony
• Cloud backup and disaster recovery solution experience
• SQL Server basics and database connectivity troubleshooting
• Multi-platform support experience (MacOS, iOS, Android)
• ITIL or MSP service management framework exposure

Why Focus Group?

Strategic positioning: You're not hidden away—you're the face of technical excellence to our clients

Modern Microsoft stack: Work with cutting-edge M365, Azure, and security technologies in production environments

Growth environment: PE-backed expansion means career progression opportunities as we scale

Trusted partner status: We're a recognised Microsoft partner delivering enterprise-grade services

Team culture: Join 1,300 colleagues in a collaborative environment that values technical excellence and knowledge sharing

Professional development: Ongoing training, certification support, and exposure to diverse technical challenges

Client variety: Work across different industries and technical environments—no two days are the same

The practical details

Location: Primarily based at key client site with short travel between one other nearby location as required

Travel: Full UK driving licence essential

Documentation: Strong emphasis on knowledge sharing and solution documentation

Ready to own technical excellence?

If you're an experienced technical support engineer who thrives on client interaction, loves solving complex problems, and wants to be the go-to expert that businesses rely on, we want to hear from you.

Apply now and become the technical authority that drives client success.

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