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. About You 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: ⭐ 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.