Proactive Engineer

Role: Proactive Engineer
Location: Bridgend
Salary: Competitive + Bonus & Commission
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 Proactive Engineer to join a new proactive support team at ITCS, led by our Head of Cyber Security.

This is a senior technical role focused on finding and fixing recurring problems across customer estates before they become incidents, failed audits, or complaints. You’ll turn repeated ticket-by-ticket work into trend analysis, root-cause fixes, and repeatable processes.

The role is ideal for an experienced second or third line engineer who enjoys looking beyond the immediate fix, improving customer environments, and helping customers pass Cyber Essentials and Cyber Essentials Plus assessments on time, which will be a core measure of success in the role.

Interested?

Apply for position by filling out the contact form below and attaching your CV

What You’ll Be Doing

As a Proactive Engineer at ITCS, you’ll take technical ownership of proactive workstreams across our customer base, working to priorities set by the Head of Cyber Security.

You’ll review trends across backups, email security, networks, patching, vulnerabilities, and customer estates, then deliver lasting improvements with support from senior engineering and Cyber colleagues where required.

You’ll be:

• Acting as the senior technical point of contact for the team’s workstreams, organising your own and the apprentice’s work from the backlog, and flagging CE or CE+ deadline risks early
• Identifying recurring issues, diagnosing root causes, delivering improvements within agreed scope, and feeding lessons into standard builds and onboarding
• Reviewing backup reliability across customers, resolving repeat failures involving capacity, credentials, agents, retention, or scheduling, and carrying out or scheduling test restores
• Auditing SPF, DKIM, and DMARC, reviewing aggregate reports to identify legitimate senders, and working with customers and third parties to correct DNS records safely
• Monitoring RMM patching outcomes, including Qualys patch management, resolving failures, applying high and critical updates within Cyber Essentials timescales, and using vulnerability data to confirm fixes and identify missed devices
• Defining network monitoring baselines, tuning alerts, identifying end-of-life or unsupported technology, maintaining accurate asset records, and agreeing the removal, isolation, or replacement of devices and applications
• Writing runbooks, checklists, and Knowledge Base content, mentoring and reviewing the apprentice’s technical work, and supporting their apprenticeship learning
• Following change management for every customer-affecting change, escalating complex or high-risk work appropriately, and reporting monthly on trends, fixes, and risks to the Head of Cyber Security and Account Managers

 What We’re Looking For

We’re looking for someone who is curious, organised, customer-focused, and collaborative, with the confidence to take ownership of technical problems across varied customer environments.

You’ll probably be someone who:

• Has at least 2 to 3 years’ experience in an MSP or IT support role at second or third line
• Has strong knowledge of Windows Server, Active Directory, Microsoft 365, and Entra ID administration
• Has hands-on experience with RMM platforms, patch management, backup troubleshooting, and restore testing
• Understands DNS, email authentication, networking fundamentals, and Cyber Essentials technical controls
• Can identify patterns in technical data, explain risks and root causes clearly, maintain an organised backlog, and follow work through to closure
• Communicates clearly and professionally, agrees changes before making them, and works effectively with customers, colleagues, and third parties
• Has experience guiding or mentoring junior team members and sharing knowledge across Support and Cyber teams
• Ideally has experience with CE or CE+ preparation, PowerShell, vulnerability and network monitoring tools, Intune, ITIL-style practices, or relevant CompTIA, Microsoft, Azure, or backup certifications

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.