Advance Your IT Career as a 2nd Line Support Engineer!
Intercity is growing and so can your career. We’re looking for a skilled and motivated 2nd Line Support Engineer to join our high-performing Service Desk team. If you’re passionate about solving complex IT issues, supporting a wide range of technologies, and delivering exceptional customer service, this is your opportunity to thrive.
As a 2nd Line Support Engineer, you’ll be the escalation point for our 1st Line team, tackling more advanced incidents and requests. You’ll work across a diverse technical landscape from Microsoft 365 and Azure to EPOS systems and network troubleshooting ensuring issues are resolved efficiently and to the highest standards. You’ll also collaborate with third-party suppliers and internal teams to get to the root of multi-faceted IT challenges.
Key Responsibilities as a 2nd Line Support Engineer:
- Provide expert support via phone, email, and remote access.
- Diagnose and resolve escalated incidents and service requests.
- Create and maintain knowledge base articles to empower 1st Line teams.
- Deliver on-site support when required.
- Support Windows desktop environments, EPOS systems, and handheld devices.
- Troubleshoot LAN/WAN networks and Microsoft 365/Exchange issues.
- Provide basic support for Windows Server environments (2008 R2 – 2019).
- Investigate and resolve Azure-related problems.
Qualifications, Skills & Experience:
- Minimum 2 years’ experience in a busy service desk environment.
- Strong knowledge of Microsoft 365, Exchange Online, and Office Suite.
- Proven incident management and escalation handling skills.
- Experience with remote administration of workstations, servers, and network devices.
- Familiarity with Windows server and client operating systems.
- Solid understanding of network topology and systems monitoring.
- Excellent problem-solving skills and attention to detail.
- Ability to prioritise tasks and work under pressure.
- Driving license required
Personal Attributes:
- Curious and inquisitive mindset.
- Tenacious and driven to succeed.
- Collaborative and team oriented.
- Confident communicator with active listening skills.
- Self-starter with a proactive approach.
What We Offer:
- 33 days holiday (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.