IT Engineer (Level 2 - Support Desk & Field)

We're looking for a Level 2 Engineer to join our Support team at ITCS, working remotely from home and based in or around the Leeds area.

This is a primarily home-based role, providing remote technical support to a wide range of customers across Microsoft 365, cloud platforms, endpoints, networking, and telecoms environments. As part of the role, you'll also carry out planned on-site visits to customers in the area for installations, troubleshooting, project work, and hands-on support when required.

You'll work closely with both customers and internal teams to diagnose technical issues, deliver outstanding customer service, and help maintain secure, reliable, and high-performing IT environments.

The role is ideal for someone with previous MSP experience who enjoys problem-solving, working across a broad range of technologies, and building strong customer relationships. You'll thrive in a varied role that combines the flexibility of working from home with occasional field-based engineering.

At ITCS, career progression is a major focus within our Support Department. You'll gain exposure to a wide range of technologies, receive ongoing training and industry-recognised certifications, and be supported in developing your technical expertise as you progress towards Senior Engineer, project delivery, and specialist technical roles within the business., · 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

Eligibility Criteria To be considered for this role, applicants must:

• Be prepared to complete a DBS check as part of the induction process.
• Be based in the UK and able to attend the local ITCS office associated with this role.
• Have full right to work in the UK (we do not offer visa sponsorship).
• Provide accurate and verifiable employment history.

· 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, * IT Support: 2 years (required)

Licence/Certification:

• Driving Licence (required)

Pulled from the full job description Referral programme Employee mentoring programme Employee discount Gym membership Free parking Additional leave Company pension, · Competitive salary with annual reviews, plus bonus and commission structure

· 22+ days holiday + bank holidays (increasing with service), plus your birthday off and Life Event Days

· Fully funded training and certifications with clear progression pathways

· Access to Perkbox benefits portal, wellbeing support, gym contribution, and counselling services

· Flexible working with a strong team culture and regular company events

· Access to company fleet vehicles, * Additional leave

• Company events
• Company pension
• Cycle to work scheme
• Employee discount
• Employee mentoring programme
• Free parking
• Gym membership
• Health & wellbeing programme
• On-site parking
• Referral programme

At ITCS, we operate from our HQ in South Wales and our southern office in Dorchester, supported by a growing team of remote workers across the UK. We deliver IT, Cyber Security, Telecoms, and Digital services nationwide, focused on building a flexible, modern workforce without compromising on team culture or support.