Managed IT Tier 3 Engineer

Intercity are seeking a driven and technically skilled Cloud & Managed IT Tier 3 Engineer to join our innovative Cloud and MIT department. This role is crucial for supporting customer and internal environments, complex technical escalations, optimizing platforms, and advancing automation to deliver exceptional customer outcomes. You’ll work on cutting-edge cloud technologies, contribute to process improvements, and be instrumental in enhancing our service delivery.
The hours of work for this role is a rotating shift pattern 24x7x365 plus on call.
Key Responsibilities as a Cloud & Managed IT Tier 3 Engineer:
Technical Leadership & Escalation

• Lead resolution of complex technical escalations from Tier 2, ensuring root cause analysis and permanent fixes.
  
• Author and maintain high-quality knowledge base articles to support internal teams and self-service platforms.
  
• Act as a subject matter expert across Azure, M365, Exchange, Intune, and virtualised environments.
  Platform Optimisation & Automation
  
• Design and implement automation scripts and workflows using PowerShell and Power Platform to reduce manual effort and improve service efficiency.
  
• Drive continuous improvement initiatives across infrastructure, systems, and network services.
  
• Develop and maintain proactive monitoring and automated remediation strategies.
  Service Management & Governance
  
• Champion ITIL-aligned processes including Change, Major Incident, and Problem Management.
  
• Own post-incident reviews and ensure actionable recommendations are implemented.
  
• Lead service transition activities, ensuring documentation, training, and handovers are complete and effective.
  Project Delivery & Technical Strategy
  
• Serve as technical lead on strategic internal and customer-facing projects.
  
• Collaborate with architecture and delivery teams to design scalable, secure, and resilient solutions.
  
• Contribute to technical due diligence, onboarding, and governance for new clients and services.
  Mentorship & Team Development
  
• Mentor Tier 2 and junior engineers, fostering a culture of learning and succession planning.
  
• Support recruitment and onboarding of new team members, including technical assessments and interviews.
  Operational Excellence
  
• Participate in the weekend on-call rota (Saturday–Sunday, 7am–7pm) for critical out-of-hours support.
  
• Manage and support virtualised environments hosted in private CoLo infrastructure.
  
• Ensure compliance with documented quality procedures and security best practices.
  Education and Qualifications
  
• At least 3 years demonstrable experience of implementing, managing and maintaining a mix of the essential technical skills listed above in an Enterprise environment for global clients.
  
• Azure Administrator AZ-104
  Essential Technical Skills:
  
• Strong Tanium expertise, Endpoint and Server
  
• Strong Okta expertise
  
• Strong Sailpoint expertise
  
• Strong Proofpoint expertise
  
• Robust knowledge of Microsoft 365 and Exchange management
  
• Solid understanding of networking principles and troubleshooting
  
• Strong expertise in supporting Windows 11 OS
  
• Strong expertise in supporting server infrastructure
  
• Prior experience of ServiceNow for incident and request management
  What We Offer:
  

• 33 days holiday (inclusive of bank holidays), with entitlement increasing by one day for each full calendar year employed, up to a maximum of five days.
  
• Annual pay reviews.
  
• Holiday buy scheme.
  
• All-company bonus scheme.
  
• Death in service cover.
  
• Employee assistance programme.
  
• Company pension.
  
• Active social calendar.
  
• A strong focus on developing our people.
  About The Company
  Intercity Technology provides reliable and secure technologies in communications, cloud, and managed services, with a big difference – Intercity is a technology solutions partner that isn’t all about tech. It’s about a great bunch of people combining their passion, expertise, and dedication to deliver extraordinary results for businesses.
  Our vision is to be the best technology partner to work for and with – we are really proud of our achievements so far:
  
• Customer Net Promoter Score of +92
  
• Gold Award Investors in People Accreditation
  
• 3-star “World Class” Best Companies accreditation, and for 2022, 2023, and 2024:
  
• The no. 1 best telecoms company to work for
  
• 9th best mid-sized company in the UK to work for!
  
• 7th best company in the West-Midlands to work for!
  
• Platinum Eco Vadis rating
  We select candidates with the right skills, experience, and values to join us and selection is based on a fair and equal process. We’re proud to be committed to equal opportunities and welcome all applications. As a specialist in secure technology solutions, all successful candidates will be subject to pre-employment checks, so we can ensure compliance with our ISO27001 (Information Security) and Cyber Essentials Plus certifications. We are committed to using any personal information you may give us in a secure and proper manner, for more information please see our privacy policy on our website