Infrastructure Support Engineer in Poole

Enhanced are looking for Infrastructure Support Engineers to join the team! Enhanced uses decades of experience to help businesses reach their potential through the power of technology. Founded in 1994, we have grown our portfolio of products and industry‐leading services for nearly 30 years. In 2022, we became an Employee Ownership Trust (EOT), a structure that empowers our people and strengthens our culture. We are proud of our highly skilled team and are committed to delivering exceptional customer service, working as a true extension of our clients' teams and their trusted IT partner.

What will you be doing?

As an Infrastructure Support Engineer, you deliver an exceptional customer experience by resolving issues, configuring devices, and providing proactive guidance. Your work keeps our clients' businesses running smoothly and securely, while your technical expertise and clear communication build trust and lasting relationships. This role is about more than fixing problems; it is about creating confidence and making technology work better for people every day.

What will an average day look like?

• Deliver exceptional support experiences by engaging with our customers primarily via telephone, ensuring every interaction is helpful, empathetic, and solution focused.
• Be a trusted point of contact for customers and colleagues, managing and resolving 1st and 2nd line support requests promptly and professionally.
• Collaborate and contribute to internal projects; on occasion, some onsite support may be required at customer locations to strengthen relationships and deliver hands‐on assistance.
• Investigate and resolve issues with care, taking ownership of a wide range of technical challenges.
• Work closely with the Support Team to ensure even complex problems are addressed efficiently and with minimal disruption to the customer.
• Maintain high standards of service by documenting all support activities in line with the Company's Support Framework and '7 Steps to Outstanding Support,' ensuring transparency and consistency.
• Support and empower colleagues through advice, guidance, and mentoring, fostering a culture of learning and growth within the team.
• Champion continuous improvement by identifying opportunities to improve customer environments and prevent issues before they arise.
• Organise and prioritise effectively, focusing on what matters most to our customers and ensuring attention to detail in every task.

What skills and experience should you have?

We are looking for an Infrastructure Support Engineer with 2+ years' experience (ideally in an MSP), strong Microsoft 365 and Azure AD skills, and solid server and desktop support across Windows Server, AD, and virtual environments such as Azure, Hyper‐V, or VMware. You should understand core networking principles, with desirable experience in troubleshooting networks, firewalls, VPNs, VLANs, backups, Teams VoIP, Intune, and security best practices. You will be a confident communicator who can explain technical concepts clearly, is proactive and commercially aware, solves problems effectively, stays organised, and is willing to visit client sites when needed (driving licence required).

What's in it for you?

• Competitive salary, depending on experience
• 25 days annual leave plus bank holidays
• Birthday off
• Monthly company days
• Modern office with free parking and drinks fridge
• Commitment to personal development and career progression whilst working in a people focussed, professional culture