EDUCATION AND QUALIFICATIONS

• Relevant industry certifications such as Microsoft 365/Azure, or equivalent are highly desirable.ITIL Foundation desirable

EXPERIENCE AND KNOWLEDGE:

• Proven expertise in troubleshooting complex IT issues across multiple technology domains, including but not limited to desktops, servers and security. Awareness of some of the following vendor products; Check
• Familiarity with ITIL processes, including incident management, change management, and problem management. Knowledge of IT security would be an advantage.
• Experience with monitoring and management tools such as Ninjaone, SolarWinds, or similar.
• An understanding of primary End User technologies like Windows Operating System, basic networking, printers, mobiles etc.

ABOUT US

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.
Our vision is to be the best technology partner to work for and with – we are really proud of our achievements so far:
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- 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. We’re 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 pre-employment 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

ABOUT THE ROLE

Intercity are looking for a Managed IT Tier 2 Engineer to work in the Cloud & Managed IT department. In this role you will be supporting the managed services customer’s infrastructure and end user devices using both Intercity and customer system management tool sets and processes. The Engineer’s role is to provide second-line support in Managed IT and to ensure the continuous smooth operation of the customer services.
The ideal candidate will have at least two year’s background in supporting IT services or have graduated in an element of IT. It will be a required part of the role to study for and pass agreed vendor accreditation and other recognised technical certifications to develop the candidate’s technical capability.
The hours of work in this role will be on a shift pattern Monday – Sunday, 7am – 7pm, 40 hours per week.

KEY RESPONSIBILITIES AS A MANAGED IT TIER 2 ENGINEER:

• Remotely support and identify issues affecting customer systems and services, then perform 2nd line diagnosis with a view to resolution.
• Be able to work without continuous supervision and be trusted to provide professional support services to Intercity customers.
• To be able to self-educate and attain industry standard IT accreditations.
• Use the internet and other sources of information to remain up to date with technical issues affecting the ICT sector.
• Liaise with clients to analyse, review, identify and develop relationships that meet/exceed customer needs.
• Contribute to highest levels of prospect and customer satisfaction.
• Make recommendations on improvements to Intercity services and service quality.
• Provide Technical Support: Offer technical assistance and troubleshooting for incidents and service requests, ensuring prompt resolution and minimizing impact on client operations.
• System Maintenance and Monitoring: 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.
• Problem Analysis and Resolution: Conduct in-depth analysis of complex IT problems, identifying root causes and developing effective solutions. Document troubleshooting steps and resolutions for future reference.
• Incident and Change Management: 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.
• Collaboration and Knowledge Sharing: 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.Adherence to Security Standards: 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.