TCNS is looking for an experienced 2nd/3rd line Helpdesk Engineer to join our technical support team and help us continue delivering dependable, personal IT support to our customers.
This is not a role where you will simply work through a queue of repetitive tickets.You will handle a varied workload, take ownership of more complex technical issues, work directly with customers and support the delivery of technical projects.
You will also work closely with our Technical Services Manager and help develop the knowledge and capability of the wider helpdesk team. For the right person, this is an opportunity to join an established, independent IT services business where your technical ability, judgement and contribution will be recognised.
About TCNS
Established in 1993, TCNS provides IT support, infrastructure, cyber security, connectivity and technology solutions to businesses across the Midlands and beyond. We are a people-focused business that believes customers should receive straightforward advice, dependable service and access to people who genuinely understand their organisation.
Our size is one of our strengths. We do not have layers of management, rigid departmental boundaries or unnecessary corporate bureaucracy. Our team works closely together, decisions can be made quickly and good ideas are listened to. The successful candidate will work directly with our Technical Services Manager, customers and fellow engineers. You will have the opportunity to make a visible contribution to the quality of our technical support and the ongoing development of our services.
The opportunity
We are looking for someone who is technically capable, dependable and comfortable taking ownership of customer issues. You may currently be working as a Second-Line Engineer, Third-Line Engineer, Senior Support Engineer, Infrastructure Engineer or experienced Helpdesk Engineer. Experience working within a managed service provider would be ideal, as you will be supporting a variety of customers, systems and technical environments. However, MSP experience is not essential.
We would also welcome applications from experienced internal IT engineers who are comfortable working across different technologies, communicating directly with customers and managing competing priorities. This role would suit someone who enjoys variety and wants to develop their technical and customer-facing experience. On some days, you may be resolving a complex Microsoft 365, server or network issue. On others, you may be working on a customer project, visiting a site, completing a migration or helping improve internal documentation and technical processes.
Location and working environment
This is an office-based role working from our Minworth office, near Birmingham. We believe technical support works best when engineers can collaborate closely, share knowledge and resolve customer issues together. Working alongside the Technical Services Manager and the wider team will also provide regular opportunities to learn, develop and become involved in more complex support and project work. Because the position is office-based, applicants should live within a reasonable travelling distance of Minworth and be comfortable commuting to the office each working day. Customer site visits will also be required occasionally, so a full UK driving licence would be beneficial.
What you will be responsible for
You will provide second- and third-line technical support to TCNS customers while supporting the wider helpdesk team.Your responsibilities will include:
- Acting as an escalation point for more complex technical support issues.
- Providing hands-on second- and third-line support across customer environments.
- Taking ownership of support tickets through to resolution.
- Ensuring customers receive clear and regular communication.
- Supporting Microsoft 365, Azure, Entra ID, Intune and Windows environments.
- Supporting Windows Server, Active Directory, Group Policy and virtualised environments.
- Troubleshooting networking, connectivity, Wi-Fi and firewall issues.
- Supporting backup, disaster recovery and cyber security solutions.
- Investigating recurring technical issues and identifying permanent resolutions.
- Completing user, device and software deployments.
- Supporting Microsoft 365, email, cloud and infrastructure migrations.
- Assisting with technical projects and customer site installations.
- Visiting customer sites when remote support is not appropriate.
- Maintaining accurate technical documentation and customer records.
- Supporting and sharing knowledge with less experienced engineers.
- Working closely with the Technical Services Manager on escalations and technical priorities.
- Identifying opportunities to improve automation, monitoring and internal working practices.
- Helping maintain high standards of customer service and technical delivery.
The person we are looking for
You will need strong practical technical knowledge, but technical ability alone will not be enough. You must also be able to communicate clearly, remain calm under pressure and take responsibility for seeing issues through to completion.We are looking for someone who:
- Has strong experience in second- or third-line IT support.
- Has experience supporting Microsoft 365 and Windows-based environments.
- Understands Windows Server, Active Directory and Group Policy.
- Has practical experience with networking, firewalls, switches and Wi-Fi.
- Has experience supporting cloud services and modern workplace technologies.
- Can troubleshoot complex technical issues methodically.
- Is comfortable managing multiple support issues and priorities.
- Takes ownership rather than simply passing problems to someone else.
- Can explain technical matters clearly to non-technical customers.
- Is organised, dependable and customer-focused.
- Works well independently and as part of a small team.
- Is willing to share knowledge and support less experienced colleagues.
- Is comfortable working in a smaller business where people help outside narrowly defined job boundaries.
- Is comfortable working from the Minworth office each working day.
Previous MSP experience would be beneficial, but it is not essential.We are more interested in finding someone with strong technical foundations, the right attitude and the ability to build trusted relationships with customers and colleagues.
Desirable experience
Experience in any of the following areas would be beneficial:
- Azure and Entra ID.
- Microsoft Intune and device management.
- Microsoft 365 administration and migrations.
- Windows Server and virtualisation.
- Hyper-V or VMware.
- PowerShell scripting and automation.
- NinjaOne or similar remote monitoring and management platforms.
- Veeam or other backup and disaster recovery solutions.
- SharePoint and OneDrive migrations.
- Cyber Essentials and wider cyber security frameworks.
- Firewalls, VPNs and network security.
- VoIP and cloud telephony.
- Customer site installations and infrastructure projects.
- Relevant Microsoft, networking or cyber security certifications.
We do not expect every applicant to have experience in every technology listed. We are more interested in someone who can demonstrate solid technical knowledge, sound judgement, a willingness to learn and a genuine commitment to providing good customer service.
Why join TCNS?
This role offers something that can be difficult to find within a larger IT provider. You will have:
- A genuinely varied second- and third-line technical role.
- The opportunity to work across a wide range of customer technologies.
- A collaborative, office-based working environment.
- Direct access to senior technical and management colleagues.
- The opportunity to learn directly from experienced engineers.
- The chance to become involved in projects as well as support.
- The freedom to suggest and implement improvements.
- Close working relationships with customers.
- The opportunity to develop your technical and customer-facing experience.
- A small team where your contribution will be recognised.
- A long-established business with a loyal customer base.
- A working environment without excessive corporate process or internal politics.
- The opportunity to progress as TCNS continues to develop its technical services.
This is not a role for someone who wants to close tickets as quickly as possible without understanding the customer or the underlying problem. It is an opportunity for someone who wants to solve problems properly, support customers, develop their skills and play an important part in the ongoing development of an established IT services business., please send your CV together with a brief introduction to [email protected] explaining why this varied second- and third-line support role appeals to you. Direct applications are welcomed. No agencies at this stage.
Pay: £27,000.00-£37,000.00 per year
Work Location: In person
