Core Systems Engineer

As a Core Systems Engineer you will be our 2nd Line of technical support, taking escalations from the Service Desk and resolving issues that need deeper investigation across Windows Server, Microsoft 365, Remote Desktop, and client networks. You will also look after the health of customer environments, from patching and backups, to monitoring and routine improvements.

You will own problem tickets from the point they are reported by the Service Desk through to resolution. You will also form a core part of our major incidents process, providing expert technical resource.

You will work closely with the Service Desk (1st Line) and Infrastructure (3rd Line), sharing knowledge in both directions. It is a hands-on technical role, with the chance to grow into infrastructure and platform work.

What you’ll be doing

If you do not have all the above skills and experience, we would still be interested in hearing from you as we are able to provide training and development opportunities to grow within our teams.

Escalation and Customer Support;

· Be the second line of support, taking escalations from the Service Desk and resolving complex incidents and requests within agreed service levels

· Own tickets from escalation to resolution, keeping customers and colleagues updated clearly and professionally

· Escalate to infrastructure (3rd Line) with complete diagnostics and notes when an issue needs deeper platform or network expertise

· Lead the technical response on major incidents, including communication and post-incident review

· Take part in service review meetings and customer escalations, helping to protect and strengthen client relationships

· Be willing to attend customer sites to resolve issues

Technical Delivery;

· Administer and troubleshoot Windows Server environments, including Active Directory, DNS/DHCP, Group Policy and remote desktop services

· Manage Microsoft 365 and Azure/Entra ID tenants, including Exchange Online, Teams, SharePoint, licensing, MFA, conditional access, Intune, and Autopilot

· Investigate recurring issues, find root causes, and create solutions

· Use PowerShell to automate routine tasks and reporting

Teamwork and development;

· Support and coach Service Desk colleagues, including training sessions and help with live tickets

· Write, review, and improve knowledge base articles, runbooks and standard procedures

· Look for opportunities to improve a service or process, or to extend what we provide to customers

· Drive solutions to problems

· Work with the Infrastructure and Service Transition team on projects and handovers, building your skills towards 3rd Line

· Proven experience in a 2nd Line or senior support role, ideally in a managed service or multi-client environment

· Strong working knowledge of Windows Server (2012 R2 - 2025), including Active Directory, DNS, DHCP, and Group Policy

· Experience supporting Remote Desktop Services / Citrix, or Virtual Desktop Environments

· Strong experience administering Microsoft 365 and Entra ID (Exchange Online, Teams, SharePoint, licensing, MFA, conditional access, Intune, and Autopilot)

· Good understanding of networking, including TCP/IP, VPN, firewalls, and DNS, with the ability to diagnose connectivity issues

· Experience with virtualization (Proxmox or VMware)

· Experience with patching, backup, and monitoring tools, and with change control

· Experience with PowerShell scripting for administration and automation

· Strong troubleshooting skills with the ability to work methodically through complex issues

· Excellent communication skills, able to explain technical issues clearly to customers and colleagues

· A customer-first attitude, with ownership, sound judgement and composure under pressure

Desirable:

· Experience with backup and DR solutions (e.g. Acronis)

· Infrastructure-As-Code and wider automation, including Microsoft Graph API

· Relevant certifications (e.g. AZ-800)

· Experience coaching and mentoring colleagues, * IT support: 3 years (required)

· Competitive Pay - Benefit from a salary that reflects your potential, with regular reviews to recognise and reward your progress.

· Annual Bonus - Get recognised for your hard work with a discretionary company bonus.

· Career Growth - We’re big on development. You’ll have access to training, support, and opportunities to grow your skills and progress your skills and career.

· Annual Leave - Enjoy annual leave days, plus bank holidays, to relax and recharge.

· Pension Scheme - Plan for your future with our company salary exchange pension scheme.

· Friendly Vibes - Work in a supportive, down-to-earth team that’s always ready to help.

· Health and Wellbeing - Take care of you with our private medical insurance, health cash plan, and mental health support whenever you need it.

· Modern Office - Our Sheffield office is secure, stylish, and comes with kitchen facilities, break out spaces and a coffee machine to keep you fuelled.

· Office Fruit - Tuck into our weekly delivery of fresh fruit as part of our employee wellbeing initiatives

· Free Parking - No need to stress about parking-we’ve got free onsite spaces.

etiCloud values

We’re all in this together, and we’re growing fast. Our values shape how we work and who we hire.

Accountability: We take ownership of situations and outcomes instead of assuming someone else will sort them. That trust and autonomy is where good ideas and creativity come from.

Growth: We’re growing commercially and as a team, and we want you to grow with us. That might mean spotting a new sales opportunity or cross-sell, improving a product, service or process, or stretching yourself with a certification, a customer escalation or a service review meeting.

Customer Excellence: Our customers come first. We take ownership of their issues and are focused on their satisfaction and our NPS of +90.

Equality, Diversity and Inclusion:

At etiCloud, we believe that diverse teams drive innovation, creativity and better outcomes for our colleagues, customers and communities. Our goal is to build a workforce that reflects the diversity of the communities we serve and to foster a culture where everyone feels a genuine sense of belonging, is empowered to contribute, and has equal opportunities to develop and thrive.

We welcome applications from people of all backgrounds and experiences and encourage candidates who may not meet every single requirement to apply if they believe they have the skills and potential to succeed. We are committed to providing an accessible recruitment process and will make reasonable adjustments for candidates who require support at any stage of the application or selection process.

Apply now and take your next step in the world of tech with etiCloud!

Job Types: Full-time, Permanent

Pay: £28,500.00-£37,000.00 per year

Benefits:

• Bereavement leave
• Company events
• Company pension
• Cycle to work scheme
• Free parking
• Health & wellbeing programme
• On-site parking
• Private medical insurance
• Transport links

Joining etiCloud Ltd isn’t just about getting a job-it’s about growing a career with one of the UK’s leading cloud-based IT providers. You’ll be supported every step of the way in a friendly, professional environment where your development matters.