IT Engineer (Level 2 - Support & Field)

ITCS; Dorchester; Hybrid; GBP 25,000 - 35,000; Full time

Benefits offered by this job

25+ days holiday

Fully funded certifications

Opportunities for progression

Job summary

ITCS in Dorchester, UK is seeking a Level 2 Engineer to provide 2nd line remote support across a diverse customer base. You will diagnose and resolve issues in Microsoft 365, endpoints, networks, and user environments while maintaining cloud systems and security policies.

The role emphasizes working with telecoms/VoIP, documenting interactions, and escalating complex problems to Level 3 engineers, all within a flexible, supportive culture and strong team ethos.

Qualifications

• Minimum 2 years experience in an MSP or fast-paced IT support environment.
• Strong technical knowledge of Microsoft 365 (Exchange Online, SharePoint, Teams, Entra ID/Azure AD).
• Experience supporting Windows 10/11, user/device management, and endpoint troubleshooting.
• Solid understanding of networking fundamentals (DNS, DHCP, TCP/IP, VPNs).
• Experience with RMM tools and service desk/ticketing systems.
• Exposure to VoIP/telecoms systems and basic infrastructure troubleshooting.
• Strong communication skills with the ability to manage workload independently.

Responsibilities

• Provide 2nd line remote support via the service desk across a wide customer base.
• Diagnose and resolve issues across Microsoft 365, endpoints, networks, and user environments.
• Support and maintain cloud systems, user accounts, and security policies.
• Assist with telecoms and VoIP-related support queries.
• Escalate complex issues to Level 3 engineers, collaborating through to resolution.
• Maintain clear documentation, accurate ticket updates, and contribute to the knowledge base.

Skills

MSP experience

Microsoft 365

Windows 10/11

Networking fundamentals

RMM tools

Service desk/ticketing

VoIP/telecoms

Independent workload mgmt

Tools

RMM tools

Ticketing systems

Job description

Salary: £25,000 - 35,000 per year

Requirements:

• Minimum 2 years experience in an MSP or fast-paced IT support environment
• Strong technical knowledge of Microsoft 365 (Exchange Online, SharePoint, Teams, Entra ID/Azure AD)
• Experience supporting Windows 10/11, user/device management, and endpoint troubleshooting
• Solid understanding of networking fundamentals (DNS, DHCP, TCP/IP, VPNs)
• Experience with RMM tools and service desk/ticketing systems
• Exposure to VoIP/telecoms systems and basic infrastructure troubleshooting
• Strong communication skills with the ability to manage workload independently

Responsibilities:

• Provide 2nd line remote support via the service desk across a wide customer base
• Diagnose and resolve issues across Microsoft 365, endpoints, networks, and user environments
• Support and maintain cloud systems, user accounts, and security policies
• Assist with telecoms and VoIP-related support queries
• Escalate complex issues to Level 3 engineers, collaborating through to resolution
• Maintain clear documentation, accurate ticket updates, and contribute to the knowledge base

Technologies:

• Azure
• Cloud
• Support
• Microsoft 365
• Security
• SharePoint
• TCP/IP
• Windows
• Office 365

More:

At ITCS, we operate from our HQ in South Wales and our southern office in Dorchester, supported by a growing team of remote engineers across the UK. We deliver IT, Cyber Security, Telecoms, and Digital services nationwide, and were focused on building a flexible, modern workforce without compromising on team culture or support. Our Level 2 Engineer role offers a competitive salary with annual reviews, along with generous benefits such as 25+ days of holiday, fully funded certifications, and opportunities for progression. We pride ourselves on our strong team culture and flexible working environment.