Looking for a challenging role in IT support? Intercity Technology is seeking a Tier 2 Engineer to join our Managed IT Function within our Managed Service Provider (MSP) organisation. In this role, you will provide essential technical support and expertise to our clients, ensuring the stability and performance of their IT infrastructure by troubleshooting and resolving issues on desktop and server estates. As a Tier 2 Engineer, you will be responsible for: Provide technical assistance and troubleshooting for incidents and service requests. Proactively monitor clients' IT systems and applications to identify and resolve potential issues. Conduct in-depth analysis of complex IT problems, identifying root causes and developing effective solutions. Adhere to established incident and change management processes. Collaborate with colleagues, including Tier 1 and Tier 3 engineers, to resolve technical challenges. Follow established security protocols and best practices to ensure the confidentiality, integrity, and availability of clients' data and systems. Key Skills and Experience: Education and Certification: At least 3 years working in an IT support field, preferably in an MSP environment. Relevant industry certifications such as Microsoft 365/Azure, or equivalent are highly desirable. Experience and Knowledge: Minimum of 3 years of experience in a similar role, preferably within a Managed Service Provider environment, with proven expertise in troubleshooting complex IT issues across multiple technology domains. Familiarity with ITIL processes (incident, change, and problem management) and experience with monitoring and management tools such as Ninjaone, SolarWinds, or similar. Technical Skills: Proficient in a wide range of operating systems (e.g., Windows Desktop and Server Editions) and experience with cloud platforms and services, particularly Microsoft Modern Workplace. Experience with the Microsoft server stack of software, e.g., Windows Server, Active Directory, DNS/DHCP, and related services. Soft Skills: Excellent analytical and problem-solving abilities. Customer-focused mindset with the ability to build and maintain positive relationships with clients, keeping up-to-date with the latest industry trends and best practices. Availability and Flexibility: Availability to work outside regular business hours, including evenings and weekends, as part of an on-call rota. Flexibility to adapt to changing priorities, client requirements, and emerging technologies. What we can offer you: 33 days holiday, plus a day off for your birthday off (inclusive 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 reviews Holiday buy scheme All-company bonus scheme Death in service cover Employee assistance programme Company pension Active social calendar A strong focus on developing our people If you feel you have the skills and experience to become our new Tier 2 Engineer, then please click apply for this job today. About The Company Intercity Technology provides reliable and secure technologies in communications, cloud and managed services, with a big difference Intercity is a technology solutions partner that isnt all about tech. Its about a great bunch of people combining their passion, expertise and dedication to deliver extraordinary results for businesses. Our vision is to be the best technology partner to work for and with we are really proud of our achievements so far: Customer Net Promoter Score of 92 Gold Award Investors in People Accreditation 3-star World Class Best Companies accreditation, and for 2022, 2023 and 2024: The no. 1 best telecoms company to work for 9th best mid-sized company in the UK to work for 7th best company in the West-Midlands to work for Platinum Eco Vadis rating We select candidates with the right skills, experience and values to join us and selection is based on a fair and equal process. Were proud to be committed to equal opportunities and welcome all applications. As a specialist in secure technology solutions, all successful candidates will be subject to preemployment checks, so we can ensure compliance with our ISO27001 (Information Security) and Cyber Essentials Plus certifications. We are committed to using any personal information you may give us in a secure and proper manner, for more information please see our privacy policy on our website. ADZN1_UKTJ