2nd Line Support Technician – Northern Ireland
Our client is a fast-growing and well-established business providing best-in-class IT support services to clients across the hospitality sector. They’re now looking for a highly motivated and experienced 2nd Line Support Technician to join their dynamic team.
This is a fantastic opportunity to advance your career in a fast-paced environment that values your input, invests in your development, and offers long-term progression.
The Role
As a 2nd Line Support Technician, you’ll be the go-to escalation point for the 1st Line team, handling a wide range of support needs across IT systems, networks, and hospitality-specific technologies. You’ll work with everything from POS and PMS systems to Wi-Fi and back-office infrastructure, ensuring client operations run smoothly 24/7.
Key Responsibilities
* Deliver advanced technical support via phone, remote tools, and occasional site visits.
* Troubleshoot and resolve issues with Windows servers, networks, desktops, and hospitality-focused systems.
* Escalate complex cases to 3rd line or vendor support when needed.
* Configure and maintain network hardware – switches, routers, firewalls, and wireless solutions.
* Keep accurate documentation of client environments, resolutions, and assets.
* Assist with onboarding, audits, migrations, and client handovers.
* Support project deployments including POS, PMS, and Wi-Fi upgrades.
* Mentor 1st Line Technicians and contribute to internal knowledge base.
* Participate in an on-call rota for emergency out-of-hours support.
What We’re Looking For
Essential:
* 2+ years in a similar 2nd Line Support or MSP environment.
* Strong Windows troubleshooting (Windows 10/11, Server 2016–2022).
* Good grasp of networking fundamentals (TCP/IP, DNS, DHCP, VLANs, firewalls, VPNs).
* Experience with Microsoft 365 (Exchange, SharePoint, Teams, Azure AD).
* Comfortable using RMM tools, ticketing systems, and remote desktop software.
* Excellent communication and time management skills.
* Based in Northern Ireland.
* Full driving licence and valid passport (travel across NI and ROI required).
Desirable:
* Experience with hospitality systems like Opera, Micros, RoomMaster, or Guestline.
* Knowledge of guest Wi-Fi platforms, VoIP, or CCTV systems.
* Relevant certifications (CompTIA Network+, Microsoft MCP/MD-102, Cisco CCNA).
* Background in an ITIL-based support environment.
Package
* Salary: £30,000 – £33,000 DOE
* Bonuses: On-call and performance bonuses up to £3,000/year
* Holidays: 25 days + bank holidays
* Hours: Monday to Friday, 8am–5pm