Join METCLOUD – Securing the Future of Sovereign Cloud and AI. METCLOUD is an award-winning Cloud Security Service Provider at the forefront of the UK’s rapidly evolving digital landscape, recognised as a key driver of UK data sovereignty. As organisations increasingly adopt cloud, AI, and Generative AI technologies, the need for secure, compliant, and sovereign platforms is growing, and METCLOUD is leading the way. With sovereign cloud, AI, and cybersecurity adoption projected to grow significantly over the next decade, this is a great opportunity to join a company at the intersection of cloud security, artificial intelligence, and national digital resilience. We are not only enabling innovation but also securing it. METCLOUD specialises in sovereign, private, and public cloud security, delivering innovative, tailored services that seamlessly align with our clients’ operational, regulatory, and security requirements. We leverage cutting-edge cybersecurity technologies, alongside AI and Generative AI capabilities, to enhance threat detection, automate security operations, and protect sensitive workloads, including AI-driven applications and data pipelines, across complex cloud environments. Headquartered in Birmingham, METCLOUD aims to build a globally recognised brand known for trusted, secure cloud and AI-enabled cybersecurity solutions. Our platforms help organisations safely adopt AI and Generative AI while keeping full control over their data, models, and intellectual property. Our people are central to our success. We foster a culture of innovation, collaboration, and continuous learning, so our teams can work with the latest cloud, security, and AI technologies and make a tangible impact in a fast-growing market. If you are passionate about cloud security, AI, Generative AI, and shaping the future of sovereign digital infrastructure, METCLOUD offers an exciting opportunity to join a company defining the next era of secure cloud services.
We are seeking a proactive and customer-focused Level 2 IT Support Engineer to join our growing technical team. You will provide second-line support to business customers, troubleshooting a broad range of IT issues whilst ensuring a high level of customer service. The ideal candidate will have strong technical knowledge, excellent communication skills, and the ability to manage multiple support tickets within agreed service levels.
Job Description
Service Desk:
- Answer telephone calls and complete support issues from initial contact to resolution where possible; otherwise, escalate in line with ITSM processes.
- Log all calls in the relevant Call Logging system.
- Provide timely and regular updates to users and stakeholders.
- Act as an escalation point for technical incidents and service requests from 1st Line, taking ownership through to diagnosis, work-around, or permanent resolution.
- Escalate incidents to 3rd parties, external resources, or others when necessary. Monitor the performance of third parties and external resources to ensure they provide the expected service level and meet their SLA.
- Investigate, diagnose, and troubleshoot various desktop and network problems, including complex issues escalated from the 1st line.
- Respond to and resolve support calls in line with agreed SLAs and priorities.
- Maintain proactive, transparent, and regular technical communication with end-users and client stakeholders throughout the incident lifecycle.
- Manage technical escalations to 3rd-party vendors, ISPs, and software providers; track vendor SLAs and hold external partners accountable to agreed resolution targets.
- Create and refine technical documentation, Standard Operating Procedures (SOPs), Request for Change (RFC) logs, and internal Knowledge Base (KB) articles to empower 1st Line first-contact resolution.
- Adhere to both METCLOUD’s security policy and customer security policies, including access control, patching, and incident reporting requirements.
- Provide excellent customer service by understanding the business drivers, taking proactive action, and communicating clearly.
- Interact with clients to resolve escalated help desk issues.
Internal Systems:
- Undertake a range of routine maintenance tasks to ensure the continued reliable running of all systems and services
- Assist in designing, implementing and maintaining systems, programs, hardware, and software
- Adhere to company policies, processes, and procedures to ensure that quality of service is maintained and that the company retains Quality Standards.
- Participate in periodic Disaster Recovery and Business Continuity tests to ensure that the plans work and that all team members are practised and experienced in recovery systems
Customer Systems:
- Identify additional commercial opportunities from projects the customer may undertake with an IT element and communicate them to METCLOUD’s account manager.
- Communicate with customers to understand requirements and support solution delivery.
- Assist in the implementation of support solutions.
- Carry out project work assigned by management both at METCLOUD and on-site.
- Create and manage technical and project documentation (i.e., Project Plan, Customer Build Logs and Tech Docs).
- Liaise with the project management team and service desk engineers regularly.
- Liaise with customers to ensure expectations of project work are met and implemented to a satisfactory level.
- Site visits to customer sites when required, such as delivering new/repaired equipment, collecting non-working items, and installing software.
- Continually seek opportunities to increase internal client satisfaction and deepen client relationships.
- Complete site audit work where required and provide detailed documentation, which may be sent to customers.
Skills / Experience:
- Experience in Microsoft Cloud & Directory Services - Active Directory (AD), Azure AD / Entra ID
- Microsoft 365 administration (Exchange Online, SharePoint, Teams, OneDrive permissions and administration).
- Intune / Endpoint Manager (device configuration profiles, compliance policies, application packaging).
- Windows Server (2016/2019/2022) administration: DNS, DHCP, file/print services.
- Knowledge of Microsoft Outlook, Word, Excel, PowerPoint, and Visio, as well as the installation and configuration of Microsoft Operating systems and related software.
- Good communication skills; be able to work as a team.
- Excellent telephone manner
- Ability to learn and progress quickly, with a proven track record of self-advancement.
Qualifications & Certifications:
Microsoft Role-Based (At least one required or working towards):
- Microsoft 365 Certified: Endpoint Administrator Associate (MD-102)
- Microsoft 365 Certified: Fundamentals (MS-900) or Security, Compliance, and Identity Fundamentals (SC-900)
- Microsoft Certified: Azure Administrator Associate (AZ-104) or Azure Fundamentals (AZ-900)
Benefits
- Salary negotiable £30,000 - £35,000 DOE
- 25 days annual holiday + bank holidays
- Company pension scheme (after the qualifying period)
- Private Medical Insurance (after the qualifying period)
- Great working environment with a young and passionate team
- Part of a company which strives to Invest in People (training, wellbeing programs)
Working hours: 37.5 hours per week
We offer 4 days in the office and 1 day wfh (after the probation period)
2nd line Support Technician in Birmingham employer: METCLOUD
METCLOUD is an exceptional employer that fosters a dynamic and supportive work culture, perfect for those looking to grow in the finance sector. With a commitment to employee development through training and wellbeing programs, our Finance Officer role offers a unique opportunity to contribute to a rapidly expanding technology business while enjoying competitive benefits such as private healthcare and a generous holiday allowance. Join us in a vibrant environment where your contributions are valued and your professional growth is prioritised.
