Managed IT Tier 2 Engineer

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.