Onsite Patching Engineer

OryxAlign ProfileOryxAlign has grown very successfully since its inception in 2006 and is now a highly respected Managed Services Provider with a well-established and growing brand and client base. The company has invested significantly in its people and business infrastructure over this period and continues to do so; we now employ more than one hundred staff in our London, Manchester, and Manila offices.OryxAlign’s business model is based on three core elements: delivering an excellent service; client intimacy to develop trusted partnerships with a broad client base; and high levels of operational efficiency. In order to maintain relevance as a Managed Services Provider in an evolving market, we continue to make significant strides in all three areas. To support the company in its journey, we require the right talent, which we will reciprocally invest in.Overall purposeThe primary purpose of this role is to drive OryxAlign’s success by effectively executing assigned responsibilities and contributing to corporate objectives. This involves collaborating with team members, stakeholders, and clients to deliver high-quality results, fostering a positive work environment, and continuously seeking opportunities for improvement. This role is expected to uphold the company's values, demonstrate professionalism, and support the achievement of OryxAlign’s goals.This role provides 2nd and 3rd line technical support across networks, servers, and end-user computing platforms, with responsibilities including system maintenance, administration, and small project delivery. It plays a key role in supporting IT infrastructure for high-profile clients in the property management sector, ensuring best practice standards are upheld. A significant aspect of the role involves scheduled and emergency patching and upgrades of client devices, performed remotely and in coordination with internal teams and third-party engineers, as part of a broader patch management strategy.contextThe role requires the ability to resolve routine technical issues, support junior staff, and occasionally provide training. It involves a moderate level of autonomy, with planning and decision-making carried out under general guidance. The position demands sound judgment, initiative, and the ability to manage semi-routine tasks while maintaining high-quality service under pressure. Regular interaction with senior stakeholders is expected, often involving negotiation and influence, with performance reviewed monthly and targets shaped by external factors. This role will be required to attend sites as and when needed. Key responsibilities  a)    Support improvements to patching processes and tools.b)    Configure and maintain systems used for patching and updates.c)    Collaborate with platform engineering for patching support.d)    Process and escalate patching-related service requests.e)    Follow change management procedures, including documentation.f)     Deploy emergency patches for security vulnerabilities.g)    Perform rollback and recovery for failed patches.h)    Assist with onboarding and validating patching requirements.i)      Apply upgrades to network devices and manage firmware updates.j)      Administer and support IT equipment under contract.k)    Participate in on-call rotation and provide remote support.l)      Conduct site visits for maintenance, installations, and repairs.m)   Manage devices in RMM tools and maintain asset records.n)    Administer network infrastructure, including VLANs, firewalls, and wireless systems.o)    Monitor and manage backup and telephony systems.p)    To complete relevant H&S training and follow appropriate H&S guidance in relation to the role. (all roles mandatory)What we need from our Onsite Patching EngineerAs an Onsite Engineer, you will have:a)    Strong customer service orientation with a focus on delivering exceptional client experiences.b)    Excellent written and verbal communication skills, with the ability to engage effectively at all levels.c)    Experience working within a Managed Service Provider (MSP) environment.d)    Proven second-line support experience across multi-site client environments.e)    Proficient in Microsoft Windows desktop environments, Office applications, and Microsoft 365.f)     Skilled in Windows Server administration, including performance tuning and fault resolution.g)    Familiarity with Microsoft Update services and patching procedures.h)    Experience with anti-virus technologies and endpoint protection.i)      Good understanding of network administration, including firewall and filtering policy management.j)      Confident in using ticketing systems such as ConnectWise Manage.k)    Proficient in scheduling tools and capable of independently managing workload.l)      Strong documentation skills, including version control, technical record updates, and quality assurance.m)   High attention to detail, flexible, and proactive in troubleshooting complex issues using initiative.n)    Comfortable working in a fast-paced, collaborative environment.o)    Results-driven, with a focus on service assurance and performance metrics.Experience and expertiseEssential:a)    ITIL v3 or v4 Foundation certification, with experience applying ITIL methodology and a solid understanding of the Service Lifecycle.b)    Strong knowledge of MSP ticket management and RMM toolsets, such as Auvik and ConnectWise Automate.c)    Communicates effectively, with strong interpersonal skills and emotional intelligence.d)    Understands and demonstrates OryxAlign’s values and professional standards.e)    Confident in making decisions within defined authority and responsibilities. Demonstrating initiative and flexibility in troubleshooting and complex issues.f)   Strong organisational skills, including prioritisation, coordination, and time management.Desirable:c)    Microsoft certifications related to Windows Server, Microsoft 365, and desktop support.d)  Experience with Microsoft server application administration, including performance tuning and fault troubleshooting.e)    Relevant training and/or certifications related to scheduling coordination.f)     CompTIA Network+, CCNA, or equivalent networking certification or knowledge.What you will get from OryxAlignAlong with competitive salary and training and development you will receive leave entitlement of 23 days plus one volunteer day, private medical through Vitality, group personal pension - 4% employer and 5% employee contributions and Life Insurance at 4 x salary.Other benefits include:Employee Assistance Programme and access to Online GPSocial events throughout the yearWellbeing initiativesHoliday TradingReward and recognition awardsLunches on All-In Office Days Equal opportunitiesOryxAlign values its people and culture, striving to be an inclusive and welcoming workplace. As an equal opportunity employer, we do not discriminate based on age, disability, gender reassignment, pregnancy, maternity, race (including colour, nationality and ethnic or national origins), sex, sexual orientation, religion or belief, or marital or a civil partnership status. We actively encourage applications from all individuals of all backgrounds, particularly women, to promote gender diversity in the tech industry.