Overview
Job Description: Level 2 Service Desk Engineer
Associate CIPDLevel 5 qualified
Passionate to change the 'hiring and firing' reputation of HR. Proactive HR beats reactive HR.
About the Role
Nitec Solutions Limited is seeking an experienced, motivated, and solutions-driven Level 2 Service Desk Engineer to join our team. You’ll play a key role in supporting our clients by resolving technical issues, maintaining IT infrastructure, and delivering exceptional customer service. This is a hands-on role working across a variety of technologies and environments, providing both remote and on-site support. The ideal candidate will have a genuine interest in IT, be proactive, and thrive on problem-solving, finding satisfaction in closing tickets, mentoring Level 1 colleagues, and contributing to client success. This role is based at our office in Antrim and is eligible for hybrid working arrangements (up to 4 days from home). Applicants must have the legal right to work in the United Kingdom, as visa sponsorship is not available for this role.
Key Responsibilities
As a Level 2 Service Desk Engineer, your responsibilities will include:
* Being a first point of contact for advanced technical support, engaging with clients via phone, electronically, or in person.
* Acting as an escalation point for Level 1 engineers, providing guidance and helping solve complex technical issues.
* Provide remote and on-site support for desktops, servers, networks, cloud services, and business applications.
* Troubleshooting hardware and software issues across a wide range of environments.
* Installing, configuring, patching, and maintaining hardware, software, and peripheral equipment.
* Supporting and administering Microsoft 365, Entra ID, Azure, Exchange Online, SharePoint, and Teams.
* Managing Active Directory, group policies, and user accounts.
* Monitoring client systems proactively, responding to alerts, and taking preventative measures as needed.
* Advising and implementing cybersecurity best practices (endpoint protection, MFA, patch management, Zero Trust, etc.).
* Managing service requests, incidents, and changes using our ticketing system within agreed SLAs.
* Document solutions, processes, and technical knowledge to improve team effectiveness.
* Performing root cause analysis and implementing permanent fixes for recurring problems.
* Collaborating with Level 3 engineers and project teams on infrastructure upgrades and deployments.
* Delivering solutions in a professional, friendly, and approachable manner.
* Maintaining and pursuing industry-relevant certifications to stay current with evolving technologies.
Ideal Candidate
We’re looking for someone who is:
* Experienced (2–5 years in IT support, ideally in an MSP or multi-client environment).
* Proficient in Windows desktop/server OS and the full Microsoft 365 suite.
* Knowledgeable in networking concepts (LAN/WAN, VLANs, TCP/IP, DNS, DHCP, VPNs, firewalls, switches).
* Familiar with virtualization (e.g. Hyper-V), backup solutions, monitoring tools, and security platforms.
* Cybersecurity-aware, with strong troubleshooting and problem-solving skills.
* Organised, with excellent time management and prioritisation skills.
* An effective communicator - both written and verbal - with strong interpersonal skills.
* Proactive, detail-oriented, and capable of taking ownership of tasks and projects.
* Passionate about continuous learning and professional development.
Qualifications & Experience
* 2-5 years’ experience in a Service Desk or IT Support role.
* Proficiency with Windows operating systems.
* Strong working knowledge of Microsoft 365 (Exchange Online, SharePoint, Teams, Entra ID).
* Valid UK driver’s licence, reliable car, and business cover insurance.
Preferred:
* Level 4 qualification (or higher) in IT/Technology.
* Microsoft certifications (e.g. MS-900, AZ-900, MD-102, MS-102).
* Experience with WatchGuard, HPE/HP Aruba, and Mimecast products.
What We Offer
At Nitec, we provide a supportive and engaging work environment that helps you thrive. You’ll benefit from:
* Salary: £27,500 - £33,000 (depending on experience and qualifications).
* Benefits package, including:
* 23 days annual leave + 10 statutory days.
* Private Medical Insurance (including GP appointments by phone/video).
* 5% company pension contribution.
* Home broadband & mobile phone allowances.
* Salary sacrifice schemes (pension, EV car, cycle to work).
* Company bonus and annual salary adjustments (performance dependent).
* Career progression and certification support.
* Exposure to a wide range of technologies and client environments.
* Working alongside industry leaders and partners.
* Contributing to a collaborative, supportive team culture.
* Achieving satisfaction by helping businesses succeed through IT.
Additional Details
* Seniority level: Mid-Senior level
* Employment type: Full-time
* Job function: Information Technology
Location: Belfast, Northern Ireland, United Kingdom
Posted: 6 days ago
Magherafelt, Northern Ireland, United Kingdom 4 weeks ago
We’re unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI.
#J-18808-Ljbffr