Managed IT Tier 2 Engineer

Are you passionate about IT? Thrive off providing excellent customer service? Want to join a company with genuine career progression prospects?
We are seeking a highly skilled and motivated Tier 2 Engineer to join our Managed IT Function within our Managed Service Provider (MSP) company. As a Tier 2 Engineer, you will play a crucial role in providing technical support and expertise to our clients. Your responsibilities will include troubleshooting and resolving IT issues on desktop and server estates, and ensuring the overall stability and performance of our clients' IT infrastructure.

As a Tier 2 Engineer, you will be responsible for:

• Offer technical assistance and troubleshooting for incidents and service requests, ensuring prompt resolution and minimizing impact on client operations.


• Proactively monitor clients' IT systems and applications to identify and resolve potential issues, ensuring maximum uptime and efficiency. Perform regular maintenance tasks, including patching, updates, and performance tuning.


• Conduct in-depth analysis of complex IT problems, identifying root causes and developing effective solutions. Document troubleshooting steps and resolutions for future reference.


• Adhere to established incident and change management processes, ensuring accurate logging, tracking, and resolution of incidents. Participate in change management activities, including reviewing and implementing changes to clients' environments.


• Collaborate with colleagues, including Tier 1 and Tier 3 engineers, to resolve complex technical challenges and share knowledge across the team. Provide guidance and mentorship to junior team members as needed.


• Follow established security protocols and best practices to ensure the confidentiality, integrity, and availability of clients' data and systems. Stay updated on the latest security threats and vulnerabilities, implementing appropriate measures to mitigate risks.
  
  Minimum of 3 years of experience in a similar role, preferably within a Managed Service Provider environment.


• Proven expertise in troubleshooting complex IT issues across multiple technology domains, including but not limited to desktops, servers and security.


• Familiarity with ITIL processes


• Experience with monitoring and management tools such as Ninjaone, SolarWinds, or similar


• Proficient in a wide range of operating systems (e.g., Windows Desktop and Server Editions)


• Experience with cloud platforms and services, especially Microsoft Modern Workplace


• Experience with the Microsoft server stack of software, eg. Windows Server, Active Directory, DNS/DHCP and related services.
  
  Intercity Technology provides reliable and secure technologies in communications, cloud and managed services, with a big difference - Intercity is a technology solutions partner that isn't all about tech. It's about a great bunch of people combining their passion, expertise and dedication to deliver extraordinary results for businesses.
  
  23 days holiday and a day off for your birthday (plus 8 days holiday in lieu of bank holidays), plus your entitlement will increase by one day for each full calendar year you are employed, up to a maximum of five days


• Annual pay review


• Holiday Buy Scheme


• All-company bonus scheme


• Death in service cover


• Employee assistance programme


• Company pension


• Active social calendar


• Strong focus on advancing our people