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# Core Systems Engineer

- **Company:** etiCloud Limited
- **Location:** Sheffield, UK
- **Experience:** Experienced
- **Salary:** £28,500 - £37,000
- **Contract:** Permanent contract
- **Skills:** Proxmox, Microsoft Windows, Active Directory, Application Programming Interfaces (APIs), Systems Engineering, Microsoft Azure, Computer Networks, Dynamic Host Configuration Protocol, Domain Name System (DNS), Multi-Factor Authentication, Monitoring of Systems, Virtual Private Networks (VPN), Windows Servers, Virtual Desktops, Citrix Systems, Windows PowerShell, Remote Desktop Services, Microsoft SharePoint, TCP/IP, Virtualization Technology, Firewalls (Computer Science), Microsoft InTune, Deployment Automation, Vmware
- **Published:** October 22, 2026
- **Apply:** https://www.indeed.com/viewjob?jk=a0bc23c9e3330774

## About the Role

· 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)

## Description

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