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