2nd Line Support Engineer, Belfast

• Efficiently manage and prioritise multiple open tickets, ensuring SLA compliance for incidents, requests, and problems.
• Take full ownership of technical issues, conducting detailed diagnostics with end-users to drive resolution and complete projects.
• Perform routine maintenance and apply patches to infrastructure, endpoints, and servers.
• Serve as an escalation point for support tickets, ensuring timely and effective problem resolution.
• Provide comprehensive support for IT hardware and software used by end-users.
• Deliver on-site technical assistance, engaging confidently and professionally with customers at all levels.

• Ability to explain technical concepts in simple terms to non-technical customers.
• Strong focus on customer service, with a customer-first approach in providing support.
• Excellent written and verbal communication skills.
• A logical and well-organised approach to troubleshooting.
• Effective time management and task prioritisation skills.
• Ability to research and learn new technologies to provide effective solutions.
• Strong team player, eager to share knowledge and collaborate.

Experience:

• Minimum of 2 years in an IT support role (2nd line support experience and MSP experience are advantageous).
• Proficient in Windows Server and Desktop environments.
• Solid understanding of Microsoft Azure and Office 365.
• Strong knowledge of Active Directory and Azure AD.
• Expertise in DNS, DHCP, and Group Policy management.
• Experience with backup solutions, including configuration, maintenance, and troubleshooting.
• Good understanding of networking, including switches, subnets, LAN, WAN, and DNS.

Person:

• Highly motivated with a keen interest in learning new skills.
• Flexible and enthusiastic attitude toward the role.
• Strong problem-solving and decision-making capabilities.
• Familiarity with cloud concepts and the Microsoft Azure ecosystem.
• Demonstrated excellence in customer service, project delivery, and technical support.
• Well-developed communication and organisational skills.
• Strong time management., 2nd line support tech support support engineer

The client offers a competitive salary and range of benefitsand offers a collaborative team environment.