Managed IT Field Engineer Operations · Birmingham Head Office ·

Intercity Technology; Birmingham; Hybrid; GBP 36,000 - 48,000; Full time

Benefits offered by this job

33 days holiday

Holiday buy scheme

All-company bonus scheme

Company pension

Death in service cover

Employee assistance programme

Enhanced maternity/paternity pay

Cycle to work scheme

Specsavers eye tests

Colleague discounts

Awards & recognition

Structured learning with fundedCerts

Job summary

Intercity Technology is seeking an experienced Managed IT Field Engineer to join our UK-based team in Birmingham. You will back up Desktop Support Engineers, lead onboarding for new customers and contribute to projects, migrations and incidents on customer sites across the UK.

You'll work from our Birmingham base with regular travel to client sites. Typical hours are 9am-5pm Monday to Friday with occasional out-of-hours work depending on business needs.

Qualifications

• Third line experience in a technical helpdesk, MSP or similar.
• 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

Responsibilities

• 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.

Skills

Third line support

Onsite field work

Onboarding

Customer training

Analytical problem solving

Communication

Education

IT-related degree or equivalent

Tools

Windows 10/11

macOS & iOS

Microsoft 365 Admin

Active Directory/Entra ID

Laptop/desktop diagnostics

Networking basics

Windows Server & IIS

Job description

Why join Intercity Technology – Managed Service

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.

The role:

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.

Key Responsibilities

• 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

Key Experience

• 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

It’s a bonus if you have:

• ITIL or a solid grasp of service management processes
• Exposure to networking and understanding of key concepts

Key Skills and Behaviours

• 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

What we offer

• 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.

Your data

Any personal information you share with us will be handled securely and in line with the UK Data Protection Act 2018 and UK GDPR. We will keep your application for six months after the close of the campaign unless you tell us you are happy for us to hold it longer. You may also be invited to share voluntary, anonymous information about your background for equal opportunities monitoring — this has no bearing on your application.

For our full privacy policy or to exercise your data rights, contact our Data Protection Officer at [e-mail] or on 0808 500 1436.