CLOSERole: IT Engineer (Level 2 – Support Desk & Field)
Location: Leeds
Salary: Competitive (Depending on Experience)
Job Type: Full-time, Permanent
Who are ITCS?
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.
The Role
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.
Interested?
What You’ll Be Doing
As a Level 2 Engineer at ITCS, you’ll be supporting a wide range of customers across Microsoft 365, cloud, networking, endpoint, and telecoms environments as part of our fast-paced Support team.
No two days are the same in an MSP environment — one moment you could be resolving a complex Microsoft 365 issue, the next supporting a networking fault, assisting with a VoIP query, or working alongside senior engineers on escalated incidents and customer projects.
You’ll be:
- Providing 2nd line remote support across a varied customer base
- Troubleshooting issues across Microsoft 365, Windows devices, networking, and cloud platforms
- Supporting user onboarding, device management, and endpoint troubleshooting
- Assisting with telecoms and VoIP-related support queries
- Escalating and collaborating on more complex technical issues with Level 3 engineers
- Maintaining accurate documentation, ticket updates, and contributing to the Knowledge Base
- Working closely with customers to deliver excellent service and clear communication
- Continuously developing your technical knowledge across multiple technologies and solutions
What We’re Looking For
We’re looking for someone who enjoys solving problems, learning new technologies, and working in a collaborative MSP environment where no two days are the same.
You’ll probably be someone who:
- Has previous experience working within an MSP or fast-paced IT support environment
- Enjoys troubleshooting and getting to the root cause of technical issues
- Has strong knowledge of Microsoft 365, Windows environments, and networking fundamentals
- Communicates confidently with both customers and colleagues
- Is organised, proactive, and able to manage workload effectively
- Takes pride in delivering a high level of customer service
- Wants to continue developing technically and progress within a growing IT support team
- Enjoys working as part of a supportive team culture with opportunities to learn and grow
Why Join ITCS?
Financial & Core Benefits
- Competitive salary with annual review
- Bonus and commission opportunities
- Company pension scheme
- Perkbox benefits portal membership
Work–Life Balance
- Increasing holiday allowance with service
- Birthday day off
- Life Big Event Days
- Family First flexibility to support home and work balance
- Tiered sickness income protection scheme
Wellbeing & Lifestyle
- Gym contribution and wellbeing programme
- Funded counselling and physio support
- Wellbeing Champions across the business
- Free parking and access to company fleet vehicles
Culture & Development
- Regular team and company events
- Clear progression pathways into Account Management and wider ITCS career routes
- Fully funded training and industry certifications
- Supportive, high-performance MSP environment across IT, Cyber Security and Telecoms
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.
We reserve the right to withdraw applications that do not meet these criteria.
ITCS is an equal opportunities and Disability Confident employer. We welcome applications from all backgrounds and are happy to make reasonable adjustments throughout the recruitment process. Please note that the responsibilities outlined in this advert are not exhaustive and may evolve in line with business needs and the continued development of the role.
