At a Glance
- Tasks: Lead complex IT challenges and elevate engineering standards as a 3rd Line Engineer.
- Company: Join Intercity Technology, a top-rated tech solutions partner with a vibrant culture.
- Benefits: Enjoy 33 days holiday, annual pay reviews, and a strong focus on personal development.
- Other info: Hybrid working supported with opportunities for career growth and collaboration.
- Why this job: Make a real impact by solving complex problems and leading a dynamic team.
- Qualifications: Deep technical expertise in Microsoft technologies and leadership experience preferred.
The predicted salary is between 55000 - 65000 £ per year.
Lead complex challenges. Elevate engineering standards. Become our 3rd Line Engineer for Managed IT! We're looking for a confident, highly capable 3rd Line Engineer to join our growing Managed IT function. If you're driven by solving complex technical problems, strengthening engineering standards, and helping customers run secure, stable, modern environments, this could be your ideal next step. You'll be managing a team to support business growth, operational efficiency and ensuring a high standard of customer experience. You'll combine deep hands-on expertise with clear, practical guidance for our teams and customers. Working closely with colleagues across Managed IT, Cloud, Security and Service Management, you'll play a critical role in shaping our technical direction while supporting the delivery of resilient, secure managed services.
About the role: As our 3rd Line Engineer for Managed IT, you'll be the senior technical authority across our Managed IT estate. You'll lead on complex escalations, steer architectural decisions, and ensure our customers' environments align with our Position of Good (PoG). This role blends technical leadership, deep-dive problem solving, and environment transformation. You'll act as an escalation point for operational teams, support remediation and uplift work across customer estates, and help refine the standards and frameworks that underpin everything we deliver. Hybrid working is supported, with some travel to Intercity offices and customer sites when needed. A driving licence is required.
What you'll be doing as a 3rd Line Engineer:
- Act as the technical authority for complex endpoint, infrastructure and platform challenges.
- Lead investigations into major or recurring incidents, providing clear root-cause analysis.
- Shape and maintain our engineering standards and Position of Good (PoG).
- Leading a team of approximately 8 colleagues, previous leadership experience is desirable, or potential to be a leader.
- Guide operational teams through troubleshooting, architecture decisions and best practice.
- Support the transformation and remediation of customer environments, including identity, endpoint and Microsoft 365 modernisation.
- Strengthen security and resilience across managed estates, including identity, access, and baseline controls.
- Identify recurring patterns and recommend meaningful engineering improvements.
- Produce clear documentation, runbooks and handovers to ensure smooth BAU transitions.
- Collaborate with Cloud, Security, Professional Services and Service Management to deliver consistent, high-quality services.
Working style: Some travel to customer sites and Intercity offices as required. Hybrid working supported. Periods of focused technical work at a computer. Ideal for someone who enjoys autonomy, variety, and solving complex engineering challenges.
What you'll bring: We're looking for someone with deep technical capability, a structured approach, and a calm, confident presence when tackling difficult problems.
Technical experience:
- Strong hands-on experience across Microsoft Entra ID, hybrid identity, conditional access and privileged access models.
- Deep understanding of Microsoft 365 (Exchange Online, SharePoint Online, Teams, OneDrive) and tenant-level governance.
- Expertise with Intune and modern endpoint management across Windows 10/11, with exposure to macOS, iOS and Android.
- Strong background in Windows Server, Active Directory, DNS, DHCP and hybrid Azure infrastructure.
- Solid networking fundamentals, routing, firewalls, VPN, segmentation and wireless principles.
- Proven experience implementing security baselines, identity controls and platform hardening.
- PowerShell scripting and automation capability, plus experience with RMM/monitoring tools.
- Broad troubleshooting experience across complex IT estates, ideally within an MSP environment.
Experience:
- Several years working in Managed Services or complex enterprise environments.
- Experienced at managed and leading a team ideally.
- Hands-on experience resolving multi-layered infrastructure and platform issues.
- Exposure to environment remediation, technical uplift or transformation project.
- Certifications useful but strong practical experience is the priority.
Personal qualities:
- A clear, confident communicator who can simplify complexity.
- Calm, structured and methodical under pressure.
- Customer-focused, friendly and approachable.
- Analytical, curious and proactive in improving services.
- A collaborative team player who brings energy and initiative.
- Organised, diligent and thoughtful in documentation and handovers.
What we offer: 33 days holiday (including bank holidays), rising with service. Annual pay reviews. Holiday buy scheme. All-company bonus. Death in service cover. Employee assistance programme. Company pension. Active social calendar. A strong focus on developing our people.
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, Employer of the Year 2025 - British Business Excellence Award, Gold Eco Vadis rating - Among the Top 3% of Companies for Sustainability Performance.
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.
3rd Line Engineer in Birmingham employer: Intercity Technology
Intercity Technology is an exceptional employer, offering a dynamic work environment where innovation and collaboration thrive. With a strong focus on employee development, competitive benefits including 33 days of holiday and an all-company bonus, and a commitment to sustainability, we empower our team to tackle complex challenges while enjoying a healthy work-life balance through hybrid working options. Join us in shaping the future of managed IT services, where your expertise will be valued and your growth supported.
StudySmarter Expert Advice🤫
We think this is how you could land 3rd Line Engineer in Birmingham
✨Tip Number 1
Network like a pro! Get out there and connect with people in the industry. Attend meetups, webinars, or even just grab a coffee with someone who works in Managed IT. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Show off your skills! When you get the chance to chat with potential employers, be ready to discuss your hands-on experience with Microsoft Entra ID, Azure infrastructure, and all that good stuff. Share specific examples of how you've tackled complex challenges in the past.
✨Tip Number 3
Don’t forget to follow up! After interviews or networking events, shoot a quick thank-you email to express your appreciation. It keeps you fresh in their minds and shows you're genuinely interested in the role.
✨Tip Number 4
Apply through our website! We love seeing applications come directly from our site. It shows you're keen on joining our team and helps us keep track of your application more easily. Plus, you’ll get to see all the cool roles we have available!
We think you need these skills to ace 3rd Line Engineer in Birmingham
Some tips for your application 🫡
Show Your Technical Expertise:When writing your application, make sure to highlight your hands-on experience with Microsoft Entra ID, Microsoft 365, and any other relevant technologies. We want to see how your skills align with the complex challenges we face as a Managed IT team.
Be Clear and Concise:Keep your application straightforward and to the point. Use clear language to describe your past experiences and how they relate to the role of a 3rd Line Engineer. We appreciate a well-structured application that makes it easy for us to see your potential.
Demonstrate Leadership Skills:If you've led a team before, don’t forget to mention it! Share examples of how you’ve guided others through technical challenges or improved processes. We’re looking for someone who can elevate our engineering standards and support our team’s growth.
Apply Through Our Website:We encourage you to submit your application directly through our website. It’s the best way for us to receive your details and ensures you’re considered for the role. Plus, it shows you’re keen on joining our fantastic team!
How to prepare for a job interview at Intercity Technology
✨Know Your Tech Inside Out
As a 3rd Line Engineer, you'll need to demonstrate your deep technical expertise. Brush up on Microsoft Entra ID, hybrid identity, and the intricacies of Microsoft 365. Be ready to discuss specific challenges you've faced and how you resolved them.
✨Showcase Leadership Skills
Since this role involves leading a team, highlight any previous leadership experience or potential. Share examples of how you've guided teams through complex issues and improved operational efficiency. This will show you're not just a tech whiz but also a capable leader.
✨Prepare for Problem-Solving Scenarios
Expect to tackle complex technical problems during the interview. Prepare by thinking through past incidents you've managed, focusing on your root-cause analysis and the steps you took to resolve them. This will showcase your structured approach and calm presence under pressure.
✨Emphasise Customer Focus
The role is all about ensuring a high standard of customer experience. Be ready to discuss how you've previously prioritised customer needs and delivered exceptional service. This will demonstrate that you understand the importance of being customer-focused in a technical environment.
