IT Engineer (Level 2 - Support Desk & Field)

We’re looking for a Level 2 Engineer to join our Support team at ITCS, based from our Bridgend Head Office.

This is a hands-on technical role supporting a wide range of customers across Microsoft 365, cloud platforms, endpoints, networking, and telecoms environments. You’ll work closely with both customers and internal teams to troubleshoot issues, deliver excellent support, and help maintain secure and reliable IT environments.

The role is ideal for someone with MSP experience who enjoys problem solving, working across varied technologies, and developing their technical skills within a fast-paced and supportive team environment.

At ITCS, progression is a major focus within our Support Department. You’ll be given exposure to a wide range of technologies, supported through training and certifications, and encouraged to continue developing towards more senior technical and project-focused 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)

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.