Managed IT Field Engineer

Intercity Technology Limited; Birmingham; On-site; GBP 40,000 - 60,000; Full time

Benefits offered by this job

33 days holiday

Company pension

Death in service cover

Cycle to work scheme

Specsavers eye tests

Job summary

Intercity Technology Limited is seeking a Managed IT Field Engineer to back up Desktop Support Engineers, lead onboarding for new customers, and handle projects, migrations, and incidents at customer sites across the UK. The role is based in Birmingham with regular travel to client sites, typically 9am-5pm, Mon-Fri, with occasional out-of-hours work.

You will provide onsite and remote support, diagnose and resolve faults, and contribute to improving onboarding and deployment processes.

Qualifications

• Requires third line IT support experience in a technical helpdesk, MSP or similar.
• Degree in IT or equivalent professional experience; ITIL or service management knowledge is preferred.
• Microsoft certifications are desirable and beneficial.

Responsibilities

• Provide onsite and remote technical support across the full range of customer issues.
• Investigate, diagnose and resolve faults with a methodical approach.
• Lead onboarding for new customers, owning projects from kick-off to completion.

Skills

Third line support experience

Windows 10/11 support

macOS/iOS support

Active Directory

Entra ID administration

Microsoft 365 administration

Networking basics

Customer relationship

Project onboarding leadership

Fault diagnosis

Education

IT degree or equivalent experience

ITIL knowledge

Microsoft certifications

Tools

Windows Server environments

IIS and basic web services

Job description

As a Managed IT Field Engineer, you'll be our third line expert out in the field. You'll back up our Desktop Support Engineers on the trickier issues, lead new customers through onboarding from start to finish, and get stuck into projects, migrations and incidents on customer sites around the UK. You'll be based out of Birmingham with regular travel to customer sites. Standard working hours are 9am-5pm Mon-Fri, some out of hours work will come up from time to time dependent on business needs.,

• Providing onsite and remote technical support across the full range of customer issues
• Investigating, diagnosing and resolving faults with a methodical, analytical approach
• Leading Managed IT onboarding for new customers, owning the project from kick off to completion
• Supporting and resolving deployment issues, and feeding back ideas to improve our onboarding and deployment process
• Providing proactive monitoring and management of customer services
• Helping manage the helpdesk so tickets are handled quickly and to a high standard
• Building strong relationships with customers, understanding what they need and finding ways to exceed it
• Recommending improvements to the IT services we deliver
• Keeping your skills sharp and working towards industry standard accreditations
• Third line experience in a technical helpdesk, MSP or similar environment
• Windows 10/11 support, build, deployment and lifecycle management
• macOS and iOS support
• Microsoft 365 administration, including Exchange Online, SharePoint and Teams
• Active Directory and Entra ID user and device administration
• Laptop and desktop diagnostics and repair, plus device provisioning for starters, leavers and swaps
• Coordinating hardware repairs with third party vendors
• Foundation level networking, including structured cabling, patching and connectivity troubleshooting
• A good understanding of Windows Server environments, core services, IIS and basic web services
• Microsoft certifications
• A degree in an IT related subject, or equivalent professional experience, ITIL or a solid grasp of service management processes
• Exposure to networking and understanding of key concepts, Excellent written and verbal communication
• Able to explain technical things to non technical people without losing them
• Confident training colleagues and customers on IT equipment and applications
• Personable, with a natural ability to build rapport and keep customers confident in you
• Organised, able to prioritise and trusted to work without constant supervision
• A can do attitude and a calm head when things get busy
• Intercity has been looking after businesses' technology for over 40 years, and our Managed IT team sits right at the heart of that. Our customers rely on us to keep their people working, their devices running and their environments secure, and our Field Engineers are the ones who make that happen in person.

We're big on developing our people. That means funded certifications, structured learning and a genuine path to grow your career, not just a line in an advert., For over 40 years, Intercity has grown from a family-owned Midlands business into one of the UK's leading technology service providers. We're still independent, still guided by the same values and still in control of our own future. That independence gives us the freedom to think long term, invest where it matters and make decisions based on what's right for our customers, colleagues and business. With ambitious plans for continued growth, we're building something special and everyone who joins us has the opportunity to help shape where we go next. Founded 1985 Co-workers 300 Operations Birmingham Head Office Onsite

• 33 days holiday (including bank holidays), increasing by one day for each full year with us, up to five additional days
• Holiday buy scheme
• All-company bonus scheme
• Company pension
• Death in service cover
• Employee assistance programme
• Enhanced maternity and paternity pay
• Cycle to work scheme
• Specsavers eye tests
• Colleague discounts and incentives
• Values Champion of the Quarter and Year awards
• Active social calendar
• A strong focus on developing our people through structured learning, funded certifications and real career progression

Equal opportunities Intercity is an equal opportunities employer. We welcome applications from people of all backgrounds and are committed to a fair, inclusive and unbiased recruitment process for every candidate. We make reasonable adjustments throughout our process, so if you need any support at any stage, just let us know.

Pre-employment checks As a specialist in secure technology solutions and a certified ISO27001 and Cyber Essentials Plus organisation, all successful candidates will be subject to pre-employment checks, including vetting and references, as part of our onboarding process. You'll also need the right to work in the UK.