IT Support Engineer

2nd Line Support Engineer

Northern Ireland | £30,000-£35,000 | Permanent
MCS Group is delighted to be partnering with an established technology services provider as they seek an experienced 2nd Line Support Engineer to join their growing service desk team.
This is an excellent opportunity for a technically strong support professional who enjoys troubleshooting varied infrastructure issues, taking ownership of incidents and delivering a high standard of service across a diverse customer base.

The Role

• Provide 2nd line support across hardware, software, cloud and infrastructure technologies.
• Act as an escalation point for 1st line engineers.
• Take ownership of incidents and manage them through to resolution within agreed SLAs.
• Troubleshoot issues across Microsoft 365, Windows Server, virtualisation, networking and security.
• Maintain accurate ticket records and communicate progress clearly to customers.
• Escalate complex technical or operational issues when required.
• Provide occasional on-site support at customer locations.
• Share technical knowledge and contribute to the continued development of the wider support team.

What You'll Need

• Previous experience in a 2nd line IT support position.
• Strong knowledge of Microsoft 365, including Exchange Online, Teams, OneDrive and SharePoint.
• Experience supporting Windows Server environments.
• Strong troubleshooting skills across several of the following:
  • Azure
  • Intune and mobile device management
  • Hyper-V or VMware
  • Exchange
  • Networking, managed switches and VLANs
  • Fortinet or SonicWall firewalls
  • Microsoft Defender, Webroot or Sophos
  • SAN and NAS storage
  • SQL Server
• A proactive, hands-on approach to technical problem-solving.
• Excellent customer service and communication skills.
• The ability to manage competing incidents within SLA timeframes.
• Previous experience within a managed service provider would be advantageous.
• A clean UK driving licence, access to your own vehicle and business-use insurance.

What's on Offer?

• Salary of £30,000-£35,000, depending on experience.
• Structured technical training and career development.
• 23 days' annual leave plus bank holidays and your birthday off.
• Option to purchase additional annual leave.
• Company pension and life assurance.
• Health cash plan and employee assistance programme.
• Two paid volunteering days each year.
• Cycle-to-work, electric vehicle and technology schemes.
• Regular company social events and employee recognition initiatives.

To find out more about this opportunity, apply today or contact Daire O'Connor at MCS Group for a confidential discussion. 02896935515 / d.oconnor@mcsgroup.jobs