IT Field Service Engineer (M365) in Royal Tunbridge Wells

IT Field Service Engineer

Tunbridge Wells & Client Site | Unlimited Holiday | Keep customers productive, secure, and moving forward by turning IT change into business value.

Infinity Group are a innovative Microsoft Cloud Solution Partner based in the UK.

We excel in providing award-winning IT Support, Digital Transformation, and Microsoft Dynamics 365 Consultancy services.

With a robust team of over 180 professionals, we operate from offices in Tunbridge Wells and London Paddington.

Our exceptional work has earned us the prestigious title of Microsoft Partner of the Year for Dynamics Business Central.

We are dedicated to fostering a more productive and secure work environment for organizations utilizing Dynamics 365, Microsoft 365, and Azure.

Guided by core values of empathy, creativity, ambition, authenticity, and confidence, we celebrate diversity and strive to create a supportive and innovative work environment.

We are committed to the well-being and growth of our employees, and we prioritize continuous learning and development through fully funded training programs.

Our focus on people, expertise, and commitment to excellence underscores our mission to make a positive impact in the tech industry.

Role Overview

Technology only creates value when it works reliably, securely, and without getting in the way of the people using it.

As an IT Field Service Engineer, you'll help customers successfully implement, upgrade, and maintain the technology that underpins their business.

Whether delivering onsite infrastructure projects, deploying Microsoft cloud solutions, or resolving complex technical challenges, you'll play a key role in ensuring customers can operate effectively and confidently.

This role sits at the intersection of customer service, technical delivery, and continual improvement, helping Infinity deliver a consistently high-quality experience while strengthening long-term customer relationships.

What success looks like

• Customers experience smooth, well-executed technology changes with minimal disruption to their business.
• Technical issues are resolved efficiently, with clear ownership from start to finish.
• Infrastructure deployments and onsite projects are delivered safely, professionally, and to a high standard.
• Customers trust Infinity as a reliable partner because communication is clear, proactive, and commercially aware.
• Documentation, systems, and environments are maintained accurately, reducing risk and improving service quality.
• Junior colleagues benefit from shared knowledge and support, helping elevate capability across the team.
• Opportunities to improve customer environments are identified and acted upon before they become problems.

The kind of problems you’ll solve

• A customer needs critical infrastructure upgraded without disrupting day-to-day operations.
• An office relocation or expansion requires new network, connectivity, and device deployment.
• A cloud migration has stalled due to technical complexity or conflicting priorities.
• An urgent issue is preventing users from working and requires rapid diagnosis and resolution.
• A customer's existing environment has grown organically and now lacks structure, security, or documentation.
• End users are struggling to adopt new technologies and need practical guidance.
• A site requires physical installation works, cabling, networking, or hardware deployment to support growth.
• Service requests move between teams without progress, and someone needs to take ownership and drive resolution.

What sets you apart

• You see technology as a means to solve business problems, not an end in itself.
• You take ownership and don't wait for someone else to solve the issue.
• You communicate clearly, adapting your approach to both technical and non-technical audiences.
• You remain calm when priorities shift or unexpected issues arise.
• You enjoy learning and are naturally curious about new technologies and better ways of working.
• You balance technical standards with practical outcomes.
• You build trust through reliability, consistency, and follow-through.
• You are equally comfortable working remotely, onsite, independently, or as part of a wider delivery team.

Your impact

On the Business

You help strengthen customer retention, improve service delivery performance, and reinforce Infinity's reputation as a trusted technology partner.

On Customers

You enable organisations to work more securely, efficiently, and confidently by ensuring their technology supports rather than hinders their goals.

On Team Performance

You create clarity, reduce operational risk, and contribute to a culture where technical excellence, accountability, and customer success go hand in hand.

What Technical Skills are we looking for?

• Microsoft Cloud
• Exchange Online - Email migration methodologies and planning
• Licensing
• Endpoint Manager - MDM, MAM, In Tune, Auto Pilot
• Teams - Calling and data collaboration
• Share Point - Data platform best practices, migration planning
• One Drive
• Identity & security
• Azure Virtual Desktop
• Backup
• Defender for Endpoint
• Share Point Online
• Microsoft Server operating systems and virtualisation
• Active Directory
• Firewalls - Basic understanding of Watchguard & Cisco (Firepower & Meraki)
• Networking - Basic understanding of VLANs, switch architecture and wi-fi
• Field / Client site support experience

What it's like here

• Ambitious, but not political
• High standards, but pragmatic
• People who care about doing things properly — not just hitting numbers

You’ll get

• Real ownership of how sales evolves
• Freedom to change things that don’t work
• A team open to being challenged and developed
• Direct access to leadership and influence over direction
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